Customer Service Articles

CSAT: Becoming a Trusted Energy Advisor

How do energy consumers view the utilities that serve them? They’ve had an opportunity to appreciate the essential service their utility provides and utility employees’ efforts to ensure access to reliable energy during the coronavirus crisis. Public perception of...

Economic Shock Can Catch Consumers Unaware

Energy consumers want engagement and for utilities to provide solutions. As the industry goes through a rebranding period, many energy providers are looking to utilize their own expertise and resources to expand their offerings in synergistic ways. Position Yourself...

Customer Service Line Experience Improved by Voice Analytics

When an energy consumer reaches out, they want to speak to someone who is friendly, knowledgeable and can help them navigate their problem. A good customer service line experience will soon overtake price and product as the key factor in customer choice. When a...

Smart Home Devices Adoption Increases – HomeServe Research

HomeServe’s Biannual State of the Home Survey examines the financial impact of home repairs and other factors related to the state of the American home. The most recent survey examined the adoption of smart home devices. The majority of respondents...