Customer Engagement Articles

Installing Level 2 Charger Increases Satisfaction, But is Disjointed Process

by Mike VanHorne | May 11, 2021 | Customer Engagement, Customer Service, Digital Customer Experience, Electric Vehicles, Gas Infrastructure, Utility of the Future | 0 Comments

With transportation accounting for the greatest percentage of greenhouse gas emissions, and electrification of the sector as a common solution to achieving state and utility decarbonization goals, the importance of electric vehicle adoption is well understood by...

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...

Energy Efficiency: Why Are Some Homeowners Unengaged?

by Mike VanHorne | January 7, 2021 | Customer Engagement, Energy Efficiency, Financial Shock, Gas Infrastructure, Maintenance, Millennials | 0 Comments

Energy efficiency is an important part of many utilities’ demand-side management and outreach efforts, but your message may be ignored, or your customer simply may not be able afford the repairs, replacements or upgrades needed to make their homes more energy...