With millions of customers to serve and often using legacy systems to do so, creating innovative and seamless customer experiences within the telecommunications, water and energy industries is a major undertaking.
For more established organisations, there is also the challenge posed by the emergence of challenger brands, with brand new that have customer experience at their heart.
Combine the above with the fact that Utilities & Energy companies often have the worst customer satisfaction scores, the need to innovate is clear, with messaging as the catalyst.
Winning a new customer is your chance to set the tone of what they can expect from you. Messaging can be a key part of your welcome to customers, enabling you to remove the friction your onboarding process. Why not create a WhatsApp welcome experience allowing customers to send in key information? Delight your customers from day one and see your sign up rates sky rocket!
Implementing innovative messaging solutions within your contact centre turns the source of low satisfaction into delivering great customer experiences. This can include outbound messaging to proactively contact customers to manage your call wait times, IVR deflection solutions allowing customers to “self-cure” or use LINK Conversations and turn unhappy customers into advocates.
Renewals and customer retention has become a fierce battleground for the Utilities & Energy industries. With comparison sites and deregulation, brings decreased customer loyalty. Using messaging innovation throughout your customers life with you, makes staying loyal the obvious choice for your customers.
LINK designs solutions to solve the most important problems for your business. Our solutions have been developed to be as frictionless as your customer experience will be once implemented! Below is a selection of uses cases live our customers now:
RCS journey with SMS fall back for new customer enquiries
WhatsApp for Business to book appointmentss
Omnichannel APIs used for engineer visit / appointment reminders
LINK conversations to resolve multiple customer service requests at once increasing operational efficiency
Allow your customers to make frictionless payments using their mobile, increasing payments and reducing the cost of collection
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