Energy providers must look beyond simply supplying a commodity in an industry that is undergoing rapid and unprecedented change. A growing percentage of decision makers, including millennials, are budget conscious, environmentally and socially aware, utilize social media extensively, and are interested in gaining access to innovative companies providing new services and technologies.
The industry is transforming from the bottom up, and consumers expect personalized recommendations that echo their experiences with companies such as Netflix and Amazon, including recommendations based on current and past behaviors. Consumers, especially Millennials, expect the type of energy they want, delivered the way they want it. As the relationship between energy providers and consumers evolves, utilities can leverage their position as trusted advisors to provide the personalized recommendations that consumers have come to expect as part of their customer service satisfaction model.
Many utilities are choosing affinity partnerships that allow utilities to offer both choices and personalized recommendations as trusted advisors without having to invest man-hours, money and resources into establishing new, separate programs or departments. Home solutions that are fast, convenient and tech friendly are attractive to many utility customers.
When a customer has an electricity or heating malfunction, they often look to their provider for guidance, and not being able to offer them a personalized recommendation as a trusted advisor is a missed opportunity. Best-in-class energy providers realize the benefits of bringing home repair programs to their customers – and the positive impact it has on customer service satisfaction.
HomeServe offers a full suite of home repair plans that cover electrical service lines, gas service lines, in-home electrical and plumbing, HVAC and water heaters. In the pursuit of excellent customer service, HomeServe uses leading-edge technologies to provide an outstanding experience. Learn about how we use state-of-the-art speech analytics, real-time feedback and field service management solutions to provide customer service satisfaction.