It was an odd dripping noise that led John to investigate. “I thought, ‘what is that noise?’” he said. “That’s when I...
Replacing Water Heater Was Smooth Experience for Homeowner
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Customer Service Articles
Helping Customers Navigate the Electric Vehicle Experience
by Mike VanHorne | March 3, 2021 | Customer Service, Electric Vehicles, Gas Infrastructure, Infrastructure, Utility of the Future | 0 Comments
Ratepayers have long indicated their preference that their electric utility be involved with the installation of EVSE, whether it means the utility’s employees or a third party recommended or engaged by the utility. They are likely to contact you for information on local contractors who are available to safely install their chargers – HomeServe’s research found that nearly 30 percent will turn to their utilities for charger help. However, having a charger close at hand doesn’t completely relieve them of anxiety, because nearly three-quarters worry about their Level-2 charger malfunctioning or breaking.
Customer Choice Shown to Positively Impact CSAT Scores
by Mike VanHorne | February 11, 2021 | Customer Engagement, Customer Service, Digital Customer Experience, Education, Gas Infrastructure, Partnership, Technology, Utility of the Future | 0 Comments
It is well-documented giving customers choices and the opportunity for interaction improves customer satisfaction, and that, in turn, improves ROI. Recent market research has shown that customers also appreciate recommendations from their energy provider. Tools such...
Under Pressure: Affinity Partnerships Offer Low-Risk Revenue Alternative for Energy Utilities
by Mike VanHorne | April 10, 2019 | Customer Service, Education, Gas Infrastructure, Partnership | 0 Comments
Improved energy efficiency, increased interest in renewable energy and flattening load growth, combined with a pressing need for grid optimization, means that many energy utilities are looking to improve customer satisfaction – a key ROE metric – and find alternative...
Improving Your Digital Consumer Experience
by Mike VanHorne | March 11, 2019 | Customer Service, Digital Customer Experience, Education, Gas Infrastructure, Partnership | 0 Comments
The coming of age of the first truly digital generation and the proliferation of the Internet of Things and smart homes represent a largely untapped opportunity for utilities who master the digital customer experience. However a JD Power study has found that utilities...
Safety Hazard Avoided Thanks to HomeServe’s Exterior Electric Policy
by Peter Buttrick | Jan 30, 2023 | Customer Service, Customer Testimonials, Gas Infrastructure, Service Line Responsibilities
The town of Oceanside, New York typically only sees a few severe storms every year. So, when local resident and...
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