Do your customers ever complain that they can't get in touch with you when they need you? Do customers often miss payments or send them in late because they forgot? Do you really know what your customers want and how high your customer satisfaction rate is? These are some utilities customer service questions you need to ask in order to keep customers happy and loyal.
Here are some tools you can use to improve customer satisfaction and gain real feedback. With an all-in-one utilities marketing and communication solution, you can manage everything from a single account.
Automated emails are great for a wide number of utilities and customer service purposes. At the most basic level, they thank customers for payments and provide them with relevant payment information such as a confirmation number. Yet they also keep customers updated and increase satisfaction if they're used properly. Send out a monthly automated email that tells customers what they need to know for the month, such as scheduled service outages, bill payment dates and so on. Include more engaging and personalized content in the monthly newsletter too. Feature utilities employee spotlights, bill payment contests and video FAQs to boost customer engagement.
Text Message Reminders
Help reduce late utilities payments. Customers often forget to pay their bills, so keep them on time with reminders. Text messages are perfect for reminders because they are almost always opened, unlike emails. Text messages are usually opened within five minutes of the time they are received. Text messages are sent out automatically based on stored customer data so you don't even have to lift a finger.
What if some of your customers don't have cell phones or email addresses? Send them payment reminders, contest information and other utilities notifications through voicemails. Voicemails are useful because the the customer can press a specific number to reach a customer service representative if they need assistance.
Frequent online utilities surveys are the best way to learn more about what your customers want and how you can improve. With an automated solution, it's easy to create and distribute an online survey even without technical knowledge or coding skills. Surveys go up on your website, your social media pages, customer emails and so on. In order to increase the amount of customers who participate, offer a small incentive such as a discount on their next month of service. Gaining customer feedback enables you to improve your utilities services and boost customer satisfaction.
Live Online Chat
When customers have to wait for customer service on the phone, they get angry and frustrated. Why not provide them with quicker service through live online chat? They can talk to a customer service representative online and get their questions answered, rather than waiting to get through by phone.
Try an All-in-One Utilities Communication Solution for Free
Sign up for a free trial of SimplyCast 360, our comprehensive integrated utilities customer communication and marketing solution. It includes over 15 channels of communication in a single easy to use solution. Also, request a demo with our dedicated customer service staff to see how our automated solution can be used.