CX in utilities is shifting. We live in a nation of switchers.

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:

  • Increased Open Rate by 17%
  • Boosted Payment Rate by 49%
  • Removed friction associated with payment processes

Customer Engagement for Utilities

Collect meter readings

  • Take a picture and send it via RMM
  • Signing feature is now available
  • Schedule meter reading reminders

Send bills and payment reminders

  • Use SMS to send payment alerts
  • Collect payment via RMM
  • Use secure Global Payment Gateway

Improve Collections Process

  • Reduce debt collection calls
  • Increase contact rates
  • Reduce customer anxiety

Satisfaction Surveys

  • Measure customer satisfaction score
  • Act on customer feedback
  • Improve customer experiences

Arrange engineer appointments

  • Send appointment scheduler via SMS
  • Improve efficiency by automating calls
  • Offer ability to confirm or reschedule

Choose An Optichannel Strategy

  • Get advise on customer interaction strategy
  • Use a variety of mobile messaging
  • Explore other communication channels

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Create smart contact interactions with SMS, RMM, IVM solutions

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.

What SSE Airtricity think of VoiceSage

“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

Transform Conversations with Customer Engagement for Utilities

SMS Payment Services

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

RMM Messaging

Using VoiceSage Rich Media Messaging you can create personalized customer experiences that increase loyalty and response rate.

RMM Solutions

IVM (Voice Messaging)

Save time and money on automating support calls with self-serve options or add transfers to connect customers directly to agents.

IVM Messaging

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Experience VoiceSage for yourself with a personalised demonstration

Book a demo with one of our customer engagement experts.
See how VoiceSage transforms outbound and inbound customer contact operations.

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