Energy & Utilities
Public and private utilities are always under pressure to deliver better customer service and enroll qualified consumers in special energy programs.
It is mandatory that customers stay well-informed about service interruptions and outages, whether caused by accident or scheduled maintenance. Changes of any kind related to statements or rates cause waves of inbound calls that can completely overwhelm the customer service staff.
SoundBite multi-channel messaging keeps customers informed and service reps productive by automatically reaching the widest range of customers in the shortest timeframe, whether delivering personalized welcome messages or minimizing inbound calls in response to statement changes, rate changes, planned service interruptions, and more.
SoundBite’s powerful communication strategies can make multiple attempts at different times of the day to provide emergency repair updates, set up seasonal home inspections, schedule meter readings and regular maintenance calls, confirm customer appointments, and conduct satisfaction surveys to reinforce that customer attitudes are solicited and valued.
As in any service industry, utility companies must handle customers who have missed payments or have repeatedly neglected to pay for their service for an extended period of time. It is vital to address late payers promptly and collect balances while maintaining a positive relationship. SoundBite decreases delinquencies by reaching out to late payers with effective, personalized messages and providing convenient access to self-service payment options.