11 Apr '11, 3pm

Smart Customer Service for a Smart Grid World

In the past, utilities have been able to manage customer service demands internally using in-bound phone support or paper correspondence—namely the bill insert. Now customers will look to engage with their utilities on a more regular basis to understand time-of-use billing and manage their energy consumption. Utilities will be required to re-examine their customer service options to meet demands for convenient support hours and preferred communications channels like phone, email, chat and even social media. Special attention should be paid to online support as more customers move their business decisions and transactions to the web. According to the same white paper, only 60 per cent of utilities reported having a web portal that customers could access for service and only 10 per cent of utility respondents offered live chat. Again, lots of opportunity for forward-looking ...

Full article: http://www.environmentalleader.com/2011/04/11/smart-custo...

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