Digital customer service for utility providers

Business case

Delivering high quality round-the-clock customer service isn’t easy within any industry. As a regulated
industry, figures from Ofgem and Ofwat show that utilities continue to face many challenges when it
comes to customer expectations. Consumers, have become accustomed to a certain level of service
which means they don’t just expect an uninterrupted supply of power, gas, and water, but better
responsiveness whenever they require help. The digital revolution has changed the way most people
interact with businesses. And despite a visible improvement in customer service ambitions, the UK
Customer Satisfaction Index reports that the utility sector still ranks below all others in terms of customer satisfaction.

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