Almost half of utility customers can’t find the information they need on their utility’s website—forcing them to call, email, or visit the utility’s office instead.
(J.D. Power, 2021 Utility Digital Experience Study)
As an industry, utilities lag behind others in website satisfaction. But that can easily change. In most cases, utilities do not need to develop a whole new website to start creating digital “self-service” opportunities for their customers.
What is self-service?
Self-service means enabling customers to find answers to their questions without having to interact with a utility representative. And while office visits and calls may not be all bad, enabling customers to get what they need digitally can bring big benefits through cost reductions, increased speed of service, improved customer satisfaction, and greater access to important information.
Plus, self-service is what customers want. As of 2021, 40 percent of consumers prefer self-service over human contact. And 73 percent of customers prefer to use a company’s website, instead of other forms of support.
How can you allow for self-service opportunities on your website?
Benefits of a “Self-Service” Approach:
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Improved Customer Service and Satisfaction: Your website operates 24/7 letting customers receive prompt answers and service regardless of whether or not you are in the office.
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Reduced Time and Cost: Self-service allows you to provide online support to your customers without requiring any interaction with a representative from your company.
