Simplifying the start-service customer experience
By Rachael Harper, Research Manager –
Customers increasingly expect self-service capabilities that are intuitive and allow them to successfully and conveniently complete transactions within their utilities.
Utilizing self-service for start-service transactions benefits customers and power providers, allowing utilities to collect necessary information and enabling customers to establish communication preferences.
Start-service transactions are also the perfect opportunity to inform customers of different programs/services/rates, billing and payment arrangements and ways to receive outage information.
Chartwell’s newest report, Simplifying Start Service, available to members only, showcases the importance of providing an efficient, easy-to-use digital experience as an essential component of any customer experience strategy. This report also includes examples from several utilities who have made great strides in improving their self-serve and start service experience.
• Improving self-service options increases operational efficiency.
• Improving website functionality makes it easier to do business online.
• Improving the mobile experience leads to higher customer satisfaction.
• Address validation and collecting correct contact information are challenges utilities must overcome to improve the start-service process.
If you are interested in learning about Chartwell Premier membership, please contact Tim Herrick, Chartwell’s Director of Sales and Member Services.