Many utilities face budget constraints that have reduced —or even frozen—contact center staff. Technologies that streamline and enhance customer care can lead to a better bottom line while simultaneously building customer satisfaction and loyalty that results in a significant competitive advantage in deregulated markets.
Voxeo helps companies take advantage of automation to improve the customer experience while lowering costs. Utilities worldwide use Voxeo solutions to increase on-time payments, reduce shutoffs, ease transactions, educate customers, and reliably deliver time sensitive phone and text notifications. We also make it easier for utilities to personalize customer interactions, deliver multi-lingual self-service, analyze application performance and quickly make changes when needed.
Auto-Attendants. Deploy a Voxeo IVR-based, voice-driven auto-attendant to answer your main office and toll-free numbers. Auto-attendants let callers connect with the desired party by simply speaking the name of the person or department they want to reach.
Inbound customer service. Provide automated access to commonly requested information such as account balances, payment history and programs. Enable 24×7 self-service bill payment.
Custom system-wide messages. Quickly update system-wide messages with important information. Voxeo CXP provides a business interface that makes it easy and fast for non-technical personnel to update messages.
Outbound service notifications. Deliver time-critical information and updates to customers and employees during service outages and emergencies. Voxeo enables instant delivery of information via outbound calls and texts.
Appointment reminders. Reduce missed appointments and increase the efficiency of field reps with outbound reminder and confirmation messages.
Payment reminders and disconnect notices. Utilities use Voxeo to send bill reminder calls to customers both before and after their bills are due, reducing the past due accounts receivable overhead and unnecessary service disconnects with almost zero incremental cost. Past due reminders can be sent via phone call or text. Enable customers to interact with outbound reminder messages to make a payment or transfer to an agent.
Customer surveys. Automatically survey utility customers after orders, installations and repair services have been performed.
Field dispatch. Utilities can enable remote employees and technicians to receive automatic dispatch notifications via voice or text. They can also report service status and completion updates from any wireless phone via automated voice, text or mobile web apps.
Contact center automation. Utilities are increasingly looking to reduce the cost of customer service and support centers via automation or by moving agents offshore. Voxeo IVR call center automation applications can deliver cost reductions that even surpass savings from offshore operations.
Voxeo solutions enable utilities to improve the customer experience while driving measurable cost savings. The example apps above are just a start. Contact us today about your unique needs.
WHITEPAPERS & DOCS
Improving the Customer Experience for Utilities Consumers
This paper explores the customer experience challenges faced by utility companies, as well as strategies and technologies for addressing them, including advanced IVR (Interactive Voice Response) and multi-channel self-service solutions.