With so many energy providers, people are constantly switching between utility companies. VoiceSage are always looking at creating solutions to improve customer engagement for utilities. We believe that optichannel communication across all types of devices and mediums should be embraced to deliver exceptional user experiences.
Comparison websites check the prices of all registered gas and electricity suppliers and provide users with the best energy deal for their home. Price is a competitive factor to switch to a new provider, but it’s known that customer engagement and creating a great customer experience are crucial to ensure customer loyalty. Utilities lag creating “wow” moments with 33% of customers experiencing one of these experiences, but our solutions are known to increase customer engagement in utilities.
Here’s how VoiceSage boosted payment rates, operational efficiency and customer engagement for SSE Airtricity:
Between monthly invoices, most customers aren’t encouraged to engage with their utilities companies. The customer relationship becomes about only providing a service and not taking a step back to make sure customers are actually happy.
To figure out what types of information your customers value the most, send a survey via SMS or RMM since mobile messages have a higher open rate than emails. For example, as a way to improve customer communication, Scottish & Southern Energy (SSE) uses interactive voice messaging (IVM) to share their Net Promoter Score (NPS) survey. The voice messages are prerecorded so SSE can reach practically all of their customers at a low cost. Also they are sent out in a campaign focused fashion allowing customer contact at a time best suited to get the high response rates.
“We have used VoiceSage for interactive messaging for two years now. I have always found them to be extremely conscientious and hardworking, overcoming challenges with minimal fuss and always pleased to receive questions, challenges and new opportunities from SSE.”
Liz Furmedge, Customer Service Manager at SSE
Our Rich Media Messaging solution now supports the Global Payment Gateway which makes it easier for customer to view the message and make payments.SMS Payment Alerts
Using VoiceSage Rich Media Messaging you can create personalized customer experiences that increase loyalty and response rate.RMM Solutions
Book a demo with one of our customer engagement experts.
See how VoiceSage transforms outbound and inbound customer contact operations.