Covid-19 disrupted nearly every aspect of routine life. As an industry, we had to learn how to be productive when we couldn’t always be physically present and how to collaborate when we couldn’t be face-to-face.
The 2021 Utility Customer
The way customers want (and expect) to engage with utility providers has changed forever. Today’s customers want access to the support they need without having to call or visit your office. And considering the availability of digital communication channels in other industries, customers are starting to expect the same from their utility providers.
Today’s customers want access to the support they need without having to call or visit your office.
How can utilities respond?
Give your customers tools to engage with you digitally. Different circumstances may call for different channels. For example, conversations about service shut offs or emergency water breaks may call for the immediacy of live online chat while email may be best suited for communicating details about a scheduled site visit.
Providing these options can not only leave customers feeling more satisfied but can also reduce the amount of time your staff spends responding to office calls and visits.
To keep things organized, Yoppify’s communication hub can let your team respond to all incoming chats, texts, and emails in a single central hub—using whatever channel your customer prefers.
Give your customers tools to engage digitally
Utilize communication channels that make sense for each situation
Interact with customers using the channel they prefer