{"id":37112,"date":"2025-11-20T12:17:36","date_gmt":"2025-11-20T20:17:36","guid":{"rendered":"https:\/\/www.linquip.com\/blog\/?p=37112"},"modified":"2025-11-20T12:17:36","modified_gmt":"2025-11-20T20:17:36","slug":"the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions","status":"publish","type":"post","link":"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/","title":{"rendered":"The Hidden Cost of Poor Customer Communication for Utilities (+ 5 Top-Rated Solutions)"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title\" style=\"cursor:inherit\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/#Examples_of_Poor_Customer_Communication_in_Utilities\" >Examples of Poor Customer Communication in Utilities<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/#Hidden_Costs_of_Poor_Communication\" >Hidden Costs of Poor Communication<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/#What_Are_the_Top-Rated_Customer_Communication_Platforms_for_Utilities\" >What Are the Top-Rated Customer Communication Platforms for Utilities?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/#Methodology\" >Methodology<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.linquip.com\/blog\/the-hidden-cost-of-poor-customer-communication-for-utilities-5-top-rated-solutions\/#Creating_Better_Communication\" >Creating Better Communication\u00a0<\/a><\/li><\/ul><\/nav><\/div>\n<h1><\/h1>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Examples_of_Poor_Customer_Communication_in_Utilities\"><\/span><b>Examples of Poor Customer Communication in Utilities<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Poor communication between utility companies and consumers manifests in different ways. Here are a few common examples.<\/span><\/p>\n<h3><b>Slow Processes<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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\u2019s reputation suffers.<\/span><\/p>\n<h3><b>Complicated Accounts<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Minimal Service<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Difficult Billing and Payment Operations<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Poor Response During Outages<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Lack of Thoughtfulness<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Unclear Rules<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Hidden_Costs_of_Poor_Communication\"><\/span><b>Hidden Costs of Poor Communication<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Poor communication costs utility companies money. Here are a few examples.<\/span><\/p>\n<h3><b>Unresponsive Customers<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When customers are consistently frustrated with customer service, they are less likely to respond to a utility\u2019s special offers. This leads to a loss of valuable revenue. Bill-based messages can sometimes feel impersonal and alienating.<\/span><\/p>\n<h3><b>Less Loyalty and Trust<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Consistently poor customer service alienates consumers. It costs companies more money to find new customers than to retain the ones they already have.<\/span><\/p>\n<h3><b>Better Competitors<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h3><b>Long, Complicated Calls<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"What_Are_the_Top-Rated_Customer_Communication_Platforms_for_Utilities\"><\/span><b>What Are the Top-Rated Customer Communication Platforms for Utilities?<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<h3><b>1. KUBRA<\/b><\/h3>\n<p><a href=\"https:\/\/www.kubra.com\/?utm_source=linquip&amp;utm_medium=partnerships&amp;utm_campaign=em-geo&amp;utm_term=what-are-the-top-rated-customer-communication-platforms-for-utilities\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">KUBRA<\/span><\/a><span style=\"font-weight: 400;\"> 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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">KUBRA offers various applications to enhance the consumer experience. Notifi\u2122 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\u2122 is designed to facilitate payments for maximum flexibility and convenience. KUBRA also sends annual reminders to ensure consumers do not receive unwanted alerts.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Features:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">PCI Level 1 Service Provider<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Notifi, KUBRA IQ and KUBRA EZ-PAY<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Tracks and manages customer interactions<\/span><\/li>\n<\/ul>\n<h3><b>2. Oracle<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Features:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Singular view of meter and device data<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Self-service through digital channels<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Prebuilt machine learning feature<\/span><\/li>\n<\/ul>\n<h3><b>3. Itineris<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Features:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Cloud-based<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automated tasks<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Unified data source<\/span><\/li>\n<\/ul>\n<h3><b>4. Salesforce<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It integrates seamlessly with a company\u2019s system and decreases IT costs by using AI. Its smart utility contact center also allows for easier consumer support during tough times.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Features:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Agentforce 360<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Educates stakeholders<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Integration and AI<\/span><\/li>\n<\/ul>\n<h3><b>5. Monday CRM<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">It has fast response times because of its automated processes. It centralizes consumers&#8217; 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.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><b>Key Features:<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Automating routine tasks<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Regulation compliance<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Centralized customer data<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Methodology\"><\/span><b>Methodology<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Creating_Better_Communication\"><\/span><b>Creating Better Communication\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">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.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&nbsp; &nbsp; 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 &#8230;<\/p>\n","protected":false},"author":14,"featured_media":37113,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"default","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[325],"tags":[341],"class_list":["post-37112","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sponsored","tag-sponsored"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/posts\/37112","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/users\/14"}],"replies":[{"embeddable":true,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/comments?post=37112"}],"version-history":[{"count":2,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/posts\/37112\/revisions"}],"predecessor-version":[{"id":37115,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/posts\/37112\/revisions\/37115"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/media\/37113"}],"wp:attachment":[{"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/media?parent=37112"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/categories?post=37112"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.linquip.com\/blog\/wp-json\/wp\/v2\/tags?post=37112"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}