From Chats to Social Media: The Utility Industry's Journey Towards Smarter Communication Platforms
Once upon a time, in the utility industry, effective communication was not always given the attention it deserved. But as the industry began to undergo a rapid shift towards digitization, it became clear that communication would play a critical role in building strong relationships with customers and improving engagement.
Utility companies realized that they needed to stay up to date with the latest communication trends to keep pace with the evolving needs of their customers. They began to invest in digital communication channels such as AI-powered chats, smart messaging, social media, messaging apps, email, and community-centric groups to provide personalized and 24/7 support to customers.
As the industry continued to evolve, companies that had embraced these trends found themselves in a better position to engage with customers and build stronger relationships.
Here are some of the emerging communication trends that will ensure utilities have a happy-ever-after ending:
A water utility company could use AI-powered chatbots to answer common questions from customers about billing, water quality, and service interruptions. This would free up customer service agents to handle more complex inquiries.
An energy provider could use video chat to help customers troubleshoot issues with their smart thermostats or other connected devices. This would provide a more personalized and efficient customer support experience than phone or email.
An energy provider could use messaging to alert customers to high-demand periods when energy rates are higher, and encourage them to conserve energy during those times. This would help customers save money and reduce strain on the power grid.
A water utility company could use messaging to notify customers of planned water outages or boil-water advisories in their area. This would help customers stay informed and take necessary precautions.
- Customer AI Powered-Chats
- Live chat provides 24*7 support where conversation can take place with tailored responses to the customer anytime and anywhere.
- Video Chat offers support not fulfilled through chat channels, enabling screen sharing; it can deliver highly personalized service while being remote-based and real-time in-person support.
- Chatbots can work 24×7 and simultaneously enable quick responses to multiple queries; using chatbots together with human touch can significantly enhance the efficiency of customer support. We call it the Human-AI Connection.
- Smart Messaging – This as a channel of communication has reach, acceptance, and high open rates, with more than 6 out of 10 believing that companies should use messaging more often to communicate with customers.
An energy provider could use messaging to alert customers to high-demand periods when energy rates are higher, and encourage them to conserve energy during those times. This would help customers save money and reduce strain on the power grid.
A water utility company could use messaging to notify customers of planned water outages or boil-water advisories in their area. This would help customers stay informed and take necessary precautions.
- Social Media – With a reputation of being an excellent communication channel, companies can easily leverage the vast customer base and reach of social media to meet customer support targets. It is also highly effective in establishing engagement with existing and new users early in the customer journey.
An energy provider could use social media to share tips and advice on energy conservation, and to engage with customers on sustainability and environmental issues. This would help build customer loyalty and promote the company's values.
A water utility company could use social media to showcase its water conservation efforts, share information on water quality, and provide updates on infrastructure improvements. This would help build trust with customers and demonstrate the company's commitment to transparency.
- Messaging Apps – With apps like WhatsApp, Facebook Messenger, Viber, and Telegram have added a new dimension to communication for users and between companies and users. As a proactive channel, messaging apps prove helpful in getting better follow-ups than reactive channels like email and phone.
An energy provider could use WhatsApp or Facebook Messenger to send customers reminders to pay their bills, or to offer customized energy-saving advice based on their usage patterns. This would provide a more convenient and personalized customer experience than traditional billing and customer service methods.
A water utility company could use messaging apps to enable customers to report leaks or other water-related issues, and to receive real-time updates on the status of their service requests. This would improve customer satisfaction and help the company respond more quickly to maintenance issues.
- Email – The most reliable and cost-effective form of communication, companies can rely on email for formal communication in cases where an immediate response is not needed. The value and cost-effectiveness that email provides are hard to match.
- Community Centric Groups
- Social media groups provide the opportunity to connect with a large group of people with similar interests and behaviors, with a consistent and fast-paced rise in the use of groups such as LinkedIn and Facebook groups for engagement, marketing, and knowledge-sharing purposes.
- Forums can be excellent customer communication channels to encourage discussions and connect over shared experiences. Customers can share their views, suggest ideas, and recommend solutions on forums that companies can use to improve communication and engagement.
An energy provider could use email to send customers monthly energy usage reports, and to offer personalized recommendations for reducing their energy consumption. This would help customers save money and reduce their carbon footprint.
A water utility company could use email to provide customers with detailed billing statements and to offer resources for understanding their water usage. This would improve transparency and help customers better manage their water bills.
An energy provider could create a Facebook group for customers interested in solar power, where they could share tips and advice on installation and maintenance. This would help build a community of like-minded customers and promote the company's commitment to renewable energy.
A water utility company could create a forum for customers interested in water conservation, where they could share their experiences and ideas for reducing water usage. This would help build a community around sustainability and raise awareness of the company's conservation efforts.
Utility companies are adopting digital communication channels to provide customers with personalized experiences. The use of data analytics and automation is also helping utility companies to optimize their communication strategies and provide relevant information to customers at the right time.
In addition, the utility industry's communication trends enable companies to provide better customer service, increase operational efficiency, and improve stakeholder engagement. As the industry continues to evolve, it will be essential for utility companies to stay up to date with the latest communication trends and technologies to remain competitive in the market.
How SEW Can Help?
At SEW, we operate with a connected customer-workforce experience model – SCM, SMW & SIQ, Powered By AI/ML/IoT. Our #1 digital CX solution, Smart Customer Mobile, is available for providers worldwide and harnesses the power of digital to better address customer needs and build future-ready businesses. It is a single integrated digital platform, accessible through an online portal and native mobile apps, providing 24/7 digital connectivity for personalized and proactive communication, intelligent and powerful customer insights with predictive analytics, and 360-degree visibility of customer interactions throughout the customer journey. Know more about the platform here: https://sew.ai/product/smart-customer-mobile