In Focus Collections
Collecting your customers’ sentiments is
Even if you have relatively good customer feedback and satisfaction rates, it is always valuable to gain a deeper insight into your customer's mindset, and attempt to elevate your standards and provide better service
fundamental to understanding and prioritising your next steps, and it is generally easy enough to get started, whether you are thinking of doing e-mail or SMS-based surveys, to getting a third party to conduct research on your behalf. Even if you have relatively good
customer feedback and satisfaction rates, it is always valuable to gain a deeper insight into your customer’s mindset, and attempt to elevate your standards and provide better service.
Where to start? You might think you know where your biggest pain points are when delivering your service, but your customers know better than anyone where they are being failed.
May 2019
Help customers serve themselves The benefit for providing customers with self-serve options is two-fold: the customer receives instant help, support, or actions to complete their goal, and the energy firm will benefit from a more manageable number of calls to their call centre. Convenience can also be provided to
utility customers by supplying the same services through mobile devices that would be available via an agent call.
www.CCRMagazine.com
Customer opinion certainly backs this up,
with 60% of utility customers looking more favourably on suppliers that offer self-serve tools, than those that do not, according to the Global State of Multichannel Customer Service Report. There are multiple channels that can
drive customers to better serve themselves, from short text messages reminding them to take action, to delivering a customised ‘customer journey’, where all actions from recording and submitting meter readings to making a payment and setting up a payment plan can be completed, without speaking to an operative or downloading an app. Through digitising labour-intensive
processes, energy companies and their operatives can deliver a better customer service and more streamlined service. By reshaping the customer relationship and
delivering a personalised service, you can increase loyalty and satisfaction, reducing the odds of having to cut costs in order to stay competitive. CCR
37
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52