Customer experience in the utilities industry

The utilities industry has faced significant challenges in recent years. Extreme weather and rising demand are driving the need for increased power, sustainable solutions and strategies to combat soaring utility costs. As customer experience is a key differentiator, Foundever® is ready to energize your contact center, helping you unlock new opportunities for success.

Find ways to support and connect with consumers

30%

say customer service is the reason for customer dissatisfaction
(Source: Foundever® VOE Data)

33%

of digital customers had a problem accessing their gas utility’s digital services
(Source)

70%

of CX leaders plan to integrate GenAI in most of their touchpoints in the next two years
(Source)

Give the power to the people

60%

of consumers now expect some level of personalization as standard
(Source)

Data is the driver of customer-centric experiences

As customer expectations continue to increase, they want more data-driven, frictionless experiences in utility services. In fact, more are willing to swap data if it means they will receive a more personalized experience.

Utility brands have a massive opportunity to improve customer-centric experiences by using data, GenAI and analytics tools, but knowing how to use them effectively is key to driving deeper connections.

How we help

  • Monitor 100% of engagements across voice and non-voice channels to boost satisfaction
  • As leaders in analytics, AI and automation, we can help your data work for you
  • Analytics including voice of the customer programs identify consumer groups and their preferences

30%

use +3 channels to communicate with companies

An omnichannel strategy gives customers faster access to answers

Utilities CX is unique — rather than being judged on the quality of products and services, your customers more likely rate you in terms of outages, communication and speed to service restoration.

The way you communicate to customers will define your relationship with them during these pivotal moments. Speed, transparency and empathy will be your biggest CX champions.

How we help

  • Strong omnichannel solutions offer more ways to connect, including 24/7 voice and non-voice capabilities and chatbots
  • Increase customer satisfaction with fast, reliable communication and support
  • Data-driven roadmaps lead to measurable results thanks to our skills and leadership in consumer analytics

54%

of utilities customers call about issues regarding billing or account management

How to boost retention while reducing operational costs

The more satisfied your customers are, the more likely they are to return, and the opposite is true, too — 78% of consumers say they would quit a brand following a poor experience.

The need to invest in CX arrives at a time when utilities operating costs are high. Overcoming the barriers and establishing strong streams of communication requires tactical planning and leaning on expert guidance. (Source)

How we help

  • Data-driven omnichannel management that drives customer retention and reduces operational costs
  • Unique playbooks ensure our solutions deliver for your business from day one, thanks to our expertise in the utilities industry
  • Innovative technology ensures your CX is never left to chance, including prompting the next-best action

CX insights

Guide
This best practice guide breaks down who your customers are, what they want and how…
Father with daughter washing hands at a sink
Blog
Utilities has been tackling tall orders the past few years, and it’s never been more…
Whitepaper
In this whitepaper, we dive into five key insights about the future of work.

Related Certifications

PCI DSS
ISO 27001:2013 and ISO 27002:2013
SOC Type 1 and SOC Type 2

Transform your utilities CX with Foundever®

As consumer expectations evolve, their willingness to leave a brand with a poor CX grows. A best-in-class CX with utilities is determined by understanding your customers, actionable data, tech-powered tools and a strong omnichannel strategy.

+800

brands partner with Foundever

45

delivery countries

9M

customer experiences supported daily

150K

associates across the globe

Types of services or lines of business

  • Back office
  • Customer acquisition
  • Appointment setting
  • Account setup and maintenance
  • Sales and post-sales assistance
  • Product activation and registration
  • Connections, removals, transfers
  • Service changes
  • Sales: Upsell and cross-sell
  • Pricing plans and rates
  • Billing and payments
  • Rebate and order processing
  • Data entry
  • Notices
  • Mail and fax processing
  • Scanning/imaging
  • Fulfillment
  • Collections
  • Loyalty, save and retention programs
  • Emergency and crisis
  • Service interruptions and outages
  • Knowledge base and self-service: FAQs, guides, videos
  • Shut-off notices
  • Reminders
  • Helpline
  • Social media
  • Technology integration
  • AI and automation
  • Digital assistant
  • RPA and RDA
  • Analytics