Digital Customer Experience Articles

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...

Utility Regulators Face a New Reality

With the energy industry in the midst of an evolution, utilities are more clearly understanding the need for transformation from a role of commodity supplier to “ratepayers” to a trusted advisor on a range of energy issues to a more and more sophisticated and...

Ideas to Improve Customer Satisfaction at Contractor Conference

A group of the top contractors in HomeServe’s network of more than 1,600 across the country attended the fourth-annual Contractors Conference Sept. 18-20 in San Antonio, where they discussed continuous improvement of customer service, closing the labor gap and...

Your ACSI Score: Four Ways to Boost It

Investor-owned energy utilities have slid nearly three percentage points in the American Customer Satisfaction Index report for 2018-2019, primarily because of higher prices and outages caused by severe weather.  This is called the ASCI Score. Natural gas...