Customer Care Professionals Group

This special interest group is where customer care professionals share tactics on how utilities are improving interactions with their customers. 

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Digital Customer Engagement Is Not Only Online Billing

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With the dynamism of payment industry, utilities face challenge being a laggard in adopting the technological revolution in billing and payments. Today the customers expect billing and payments to be done in one go with the convenience of anywhere anytime accessibility. It becomes inevitable for the utilities to balance their customer needs while meeting their own business objectives. This is where digital customer engagement plays an integral role, achieving accelerated revenue collection and greater cost and regulatory controls.

With the prevailing intensive competition in digital payment service providers, it becomes difficult to choose the best fit. Looking out for a complete and comprehensive customer engagement solution that would also provide extensive billing and payment features is the need of the hour. Utility customer engagement is often misunderstood with online billing. But the truth is, providing customers with a solution that can empower them with complete utility account information and not only online payments, is the demand. Capabilities such as consumption analysis and comparison, outage tracking, digital two-way communication, information on conservation & demand response programs and rebates, billing and payments, and many more are the features a customer engagement solution must offer.

Extending such capabilities and not only online bill payments would result in better utility-customer relations. Supporting this is the fact that customers are not different, they demand a personalized experience. Be the player that would adopt ‘Digital Customer Engagement’ like playing ‘All in’ rather than playing single hands in the game.

Nitika Sardana's picture

Thank Nitika for the Post!

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