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...