Improving the customer journey isn’t just about creating an excellent app experience.
#Utilities also need to consider the payment experience, which has long been cumbersome.
Customers want 1 simple place to pay w/ low-click options to view & pay their bill.
#ExceleronIndustry
What if you filled up your gas tank several times a month…
..but you did not know how much you paid for gas until the end of the month?
This is traditionally how #Utilities operate from the consumer perspective.
#ExceleronIndustry #govtech #energytwitter #energytrends
Customers are unlikely to understand quantitative data in written format referring to kilowatt-hours or centum cubic feet.
“A picture is worth a thousand words.”
#ExceleronIndustry #govtech #energytwitter #localgov #energytrends #utilityindustry #utilities
Happy Thanksgiving! We hope you have a wonderful and safe holiday filled with joy and all there is to be thankful for! 🦃🍂
#ExceleronIndustry #Utilities
W/ @MyUsage, users can track consumption by the day & even the hour to see when their highest usage is occurring.📊
This feature keeps them coming back to the app & increases engagement 10-fold. 🚀
#ExceleronIndustry #govtech #energytwitter #localgov #utilityindustry #utilities
W/ @MyUsage customers can decide how often they receive alerts & for what type of events they should be alerted.
Some may want to be reminded a few days before their bill is due, while others may want to know if their usage is out of the ordinary.
#ExceleronIndustry #Utilities
The rush to digitize isn't new...
The demand for information & self-service is at an all-time high.
Customers expect #Utilities to give them access to tools that allow them to better understand & control their bill each month.
#ExceleronIndustry #govtech #energytwitter
NEW article now on @Medium:
The Evolving Utility: The Digital Revolution Meets Traditional Billing
How Usage Monitoring and Electronic Bill Presentation Empowers Customers
By @dsuqb
#ExceleronBlog #utilities #energytwitter #utilityindustry #govtech
The Evolving Utility: The Digital Revolution Meets Traditional Billing
How Usage Monitoring and Electronic Bill Presentation Empowers Customers
exceleron.medium.com
Customer engagement is no longer something that just the big retail companies need to do...
It has become a vital tool for all businesses in today's digital landscape, including #Utilities.❗
#ExceleronIndustry #govtech #energytwitter #localgov #utilityindustry #energytrends
All customers are different, & this means that they will want to pay their bills in different ways too.💡
W/ @MyUsage, customers can make payments on the app at any time of the day or night. ⏰
#ExceleronIndustry #utilities #govtech #energytwitter #localgov #utilityindustry
The typical @MyUsage customer checks their account 10x a month - a 900% jump in awareness compared to a customer who would receive their bill on a monthly basis. 🚀
#ExceleronIndustry #utilities #govtech #energytwitter #localgov #utilityindustry #energytrends #energynews
All relationships are based on trust...
& this applies to business interactions too.💡
Being authentic, honest, & transparent is the best way to win over customers through a process of providing high customer satisfaction that leads to trust.
#ExceleronIndustry #utilities
If customers have all of the info up-front about their usage & how it translates to their bill each day, they are more likely to self-serve when it comes to answering questions they may have about their service…
#ExceleronIndustry #utilities #govtech #localgov #energytwitter
Customers who typically pay their bills late are more likely to pay on time if a business offers the ability to split payments over time.
Paying a bill all at once can feel overwhelming, especially for the many people who live paycheck to paycheck.
#ExceleronIndustry #Utilities
W/ personalized alerts, it becomes much easier for customers to pay their bills on time. ✅
Customers can receive the alerts that are most helpful to them. 🙌
#ExceleronIndustry #govtech #localgov #energytwitter #energytrends #utilityindustry #utilities
Acc. to @POWERmagazine, #Utilities across the US have $24.3 billion parked in unpaid bills.
W/ this staggering figure in mind, it’s critical to make sure it’s as easy as possible for your customers to pay you.❗
#ExceleronIndustry #govtech #localgov #energytwitter #energytrends
#CustomerEngagement refers to the relationship you have w/ the consumers that use your services.
You want to make sure that you have a positive, healthy experience w/ as many of your customers as possible.🙌
#ExceleronIndustry #govtech #energytwitter #energytrends #utilities
It’s not a coincidence that some of the most customer-centric brands are the most successful, & many brands have mobile apps in place to help their customers.❗
#ExceleronIndustry #govtech #localgov #energytwitter #energytrends #utilityindustry #utilities
You may think it's hard for a utility company to inspire engagement in customers...
You provide a service & send a bill, the customer pays it, & the cycle repeats. ♼
#ExceleronIndustry #govtech #localgov #energytwitter #energytrends #utilityindustry #utilities
In observation of National Cyber Security Awareness Month, here are some tips on How to Balance Security Needs w/ the Customer Experience:
https://exceleron.medium.com/how-to-balance-security-needs-with-customer-experience-a566a70832ec
#ExceleronIndustry #Utilities #BeCyberSmart #CyberSecurity #CyberSecurityMonth #govtech #localgov
Exceleron Software
@Exceleron
NEW article now on @Medium:
How to Balance Security Needs with Customer Experience by Chase Venters, CIO
https://exceleron.medium.com/how-to-balance-security-needs-with-customer-experience-a566a70832ec
#ExceleronBlog #govtech #localgov #utilities #utilitysector #utilityindustry #energynews #CyberSecurity #energytrends #cyberattacks #ransomware