Your Industry Utilities
Ensuring impressive customer service in the most challenging contact environments
Improving engagement in a sector where customer volumes can run into millions
Customer engagement has always been challenging for utility firms. Power outages or interruptions to water supply are inevitably concerning for customers, and can wreak havoc with your customer satisfaction scores – particularly if you’re not setup to rapidly scale in order to handle spikes in customer demand.
It’s against this background that leading utility firms such as energy providers and water companies, work to offer a safe, reliable and standards-compliant utility service - while still delivering the levels of customer service and engagement that their consumer and business customers increasingly demand.
When the lights go out, most customers will immediately call their utility company to report the outage. It’s important to respond with an experience that’s fast and efficient. Using multiple channels – including automated calls, emails and text messages as well as voice – can play a key role here in both minimising consumer anxiety and reducing inbound call volumes. And by providing a more conversational experience online and in your IVR, customers can quickly find the answers and updates they need – reducing frustration on a normal day and minimising anxiety in times of stress.
A demanding regulatory environment also places increased pressure on utility organisations, particularly when customer volumes run into the millions. Sabio has a track record of success in delivering winning solutions for utility companies, providing all aspects of the contact centre technology environment – from Unified Communications and Customer Interaction Management to Workforce Optimisation and the latest speech technologies
Delivering solutions for leading organisations such as Business Stream, Utility Warehouse as well as major water companies, Sabio has shown how effective technology deployments can help utility firms improve their contact centre flexibility and performance – delivering operational improvements that contribute directly to the bottom line.