Powering Up Your Digital Channels: How Utility Customer Experiences Are Changing with Visual IVR
A seamless and digital customer experience is becoming the only way for Public Utilities to differentiate from their competitors. In fact, Gartner predicts that by 2017 87% of firms will compete primarily on customer experience.
While customers strongly prefer digital channels, it is just that: a preference. Far too often the digital experience or self-service interaction fails the user, requiring them to reach out for traditional assisted service: The phone.
Despite going digital, companies in the Public Utility sector are still reporting these challenges: