The utilities industry significantly impacts consumer well-being, and providing top-notch customer service is essential to ensure satisfaction and retention. Poor communication has costly consequences. Companies must choose a solution that offers exemplary service to establish a reputation for being trustworthy and helpful.

Examples of Poor Customer Communication in Utilities

Poor communication between utility companies and consumers manifests in different ways. Here are a few common examples.

Slow Processes

Long phone calls and wait times for updates on utility services can be frustrating for customers. Time is valuable, so when people are sitting on the phone for hours or anxiously awaiting an update on an outage, the utility company’s reputation suffers.

Complicated Accounts

Consumers often struggle to log in to accounts on outdated systems. In the utility business, accounts are crucial for payment and outage information. Without easy access, people might not receive the services they pay for.

Minimal Service

Utility companies are more easily accessible during business hours. However, accidents requiring immediate attention can occur at any time. If the service is unavailable or slow during off-hours, clients go without amenities for an indeterminate amount of time. This wastes their time and money and affects their well-being.

Difficult Billing and Payment Operations

Payment and billing are crucial aspects of utility operations. If a customer cannot access their payment information or receives a confusing bill without explanation, they may grow angry and frustrated. Agents also become exhausted from repeatedly explaining new charges.

Poor Response During Outages

Outages are when utility companies receive the most calls. If a company is not prepared and calls go unanswered, consumers become even more upset than they already were.

Lack of Thoughtfulness

Consumers often contact their utility company due to a stressful situation. If the customer service representative is not thoughtful or empathetic, they may not feel valued by the company.

Unclear Rules

Unclear communication can result in a consumer making errors that lead to fines. Agents may struggle to remember specific rules when under pressure from their boss or a customer over the phone.

Hidden Costs of Poor Communication

Poor communication costs utility companies money. Here are a few examples.

Unresponsive Customers

When customers are consistently frustrated with customer service, they are less likely to respond to a utility’s special offers. This leads to a loss of valuable revenue. Bill-based messages can sometimes feel impersonal and alienating.

Less Loyalty and Trust

Consistently poor customer service alienates consumers. It costs companies more money to find new customers than to retain the ones they already have.

Better Competitors

Competitors that streamline their operations and provide reliable customer service entice people to switch providers. Utility companies with outdated systems and no plans for upgrades risk losing customers.

Long, Complicated Calls

Poor communication leads to spending long hours on the phone with customer service. This costs companies more money the longer they are on a call.

What Are the Top-Rated Customer Communication Platforms for Utilities?

Utility companies must find a way to improve their customer service to keep consumers satisfied. Finding a reliable platform is crucial. Here are the top options in the industry. 

1. KUBRA

KUBRA improves the consumer experience. Its services include billing and payment solutions, data analytics, and a comprehensive technology platform that helps clients track and manage consumer interactions. It is certified as a PCI Level 1 Service Provider, encrypting data at every point of the payment process. KUBRA is also SOC 1 and SOC 2 compliant. Its Outage Communication Solutions streamline consumer interactions across various channels, including text messages and emails.

KUBRA offers various applications to enhance the consumer experience. Notifi™ is an automated omni-channel communication platform that frees up time for customer service employees. Its KUBRA IQ service uses everyday language to communicate with consumers as they pay bills or report outages. KUBRA EZ-PAY™ is designed to facilitate payments for maximum flexibility and convenience. KUBRA also sends annual reminders to ensure consumers do not receive unwanted alerts.

Key Features:

• PCI Level 1 Service Provider
• Notifi, KUBRA IQ and KUBRA EZ-PAY
• Tracks and manages customer interactions

2. Oracle

Oracle connects customer care, billing and advanced metering all in one place. It provides a single view of meter and device data to keep clients informed about their customers. It also implements complex rating plans and offers intuitive self-service through all digital channels.

Its rating and billing engine is flexible to accommodate different needs. It uses a prebuilt machine learning feature to understand customer usage patterns to send targeted offers or information, as well as realize areas of concern. The company offers a comprehensive and integrated consumer platform for seamless communication. 

Key Features:

• Singular view of meter and device data
• Self-service through digital channels
• Prebuilt machine learning feature

3. Itineris

Itineris is a cloud-based solution for the utility industry. It automates certain tasks to simplify the process for the client and consumer. It also helps engage customers through social media, chats, self-service features and more. 

A unified data source provides a comprehensive view of operations for companies to oversee. Itineris offers omni-channel features to manage consumer satisfaction. Its main focus is on water and energy utilities because those are the most crucial in the industry.

Key Features:

• Cloud-based
• Automated tasks
• Unified data source

4. Salesforce

Salesforce uses Agentforce 360 to provide customer service support to utility consumers. It engages them while educating stakeholders. Its services track assets, manage suppliers and mobilize the field for maximum efficiency.

It integrates seamlessly with a company’s system and decreases IT costs by using AI. Its smart utility contact center also allows for easier consumer support during tough times.

Key Features:

• Agentforce 360
• Educates stakeholders
• Integration and AI

5. Monday CRM

Monday CRM streamlines customer service operations in the utility industry by automating routine tasks. It also provides personalized care for consumers and ensures effortless compliance with regulations by tracking requirements and adjusting accordingly.

It has fast response times because of its automated processes. It centralizes consumers’ data, making it easier for companies to analyze it as well. It delivers quotes faster, so customers are aware of the cost of specific services as soon as possible.

Key Features:

• Automating routine tasks
• Regulation compliance
• Centralized customer data

Methodology

These solutions were chosen based on their features, offerings and additional information on their websites. The ranking was compiled based on careful research and comparison with other similar lists.

Creating Better Communication 

Utility companies are essential. They provide crucial services for consumers, so their customer service must be easy and efficient. Avoiding common issues and selecting a solution that facilitates easy interaction helps maintain a loyal and trusting base.