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C-SAT can drive up sales from 18% to 35%

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Utilities usually create their own demand but face stiff competition from a multiplicity of organizations operating in the same field. Factors like CX and C-SAT act as a key differentiator towards heightened sales and profit figures. It is thus necessary for you to not only keep connected to your customers but also keep them updated and satisfied. Knowledge base in the utility industry is enormous going by the volume of utilities and their consumers. All such knowledge should be timely updated and stored in the cloud repositories thus making it available for dissemination through all touch-points in a consistent manner. A robust knowledge management system is required for the same.

Knowledge Management Process for Utilities Industry

The journey to your CX goals starts here

Apart from maintaining a knowledge base and channelizing it with knowledge management software, it is essential to upload the user-centric information across all touch-points to aid the on lookers with solutions to petty queries. The knowledge, when is disseminated through the use of knowledge management software, helps in not only an omni-channel coverage but also with the consistency of knowledge. Consistent knowledge, bot and agent aid, and visual and augmented reality support helps the consumers to find the solution to their problems seamlessly thus fetching running you high on a great NPS and CX score.

CX challenges of utility industry

Self Service Enablement

Ineffective self-service modules confuse the consumers leading to no compact solution thus irritating them over attaining solution.

Higher Handle & Hold Time

An agent at times might have to search from a vast and complicated knowledge base. This increases the handle and hold time.

Inefficient omni-channel support

360° coverage about product on every touch-point is required. A robust knowledge base resolving all doubts through transaction ID strengthens organization’s C-SAT.

Reduction of OPEX cost

Manpower today is both exclusive and expensive. The more AI aids are available, lesser shall be the manpower requirement reducing costs.

Inefficient digitization of Data

Digitization refers to gathering all data and content over sorted and channelized cloud platforms for distribution among agents and consumers.

Solutions by knowledge management system

Update regulatory data and distribute immediately

Concrete platform for complete data repository

Omni-channel coverage for agents and customer support

Drive digital CX for customers as well as agents

Our modules

Decision Trees

Interactive decision tree software resolves complex queries and simplifies customer interactions through a series of questions accompanied by multi-choice type answers. This streamlined technical process for support teams and customers has a step-by-step intuitive workflow.

Knowledge Base

A ready repository of the organization’s knowledge can be created, filtered, updated, and accessed by the creator. The assignment of duties and responsibilities can easily be defined by the admin of the knowledge base. Since the knowledge uploaded is delivered on all touch-points, it is checked and approved by admin and super admin respectively.

Picture Guides

It is the visual assistance that agents need while handling complex customer interactions. Picture guides ensures best for agents and users by allowing faster and efficient resolutions using images as a better tool as compared to words.

Chatbots

With Artificial Intelligence on your side, build virtual assistants for customer engagement. AI Chatbots are more efficient and reliable to enrich digital experiences and power human-like exchanges between customers and your services. Chatbots, intelligent enough to pose as humans, allow customers to get right aid at right time.

Benefits for

Agents

In a highly dynamic environment as that of utility, the contingent forces are strong and require a specialized hand in the same. When a robust knowledge base is a given, the struggle for better performance no more remains a pressure.

  • Easy findability
  • Reduction in error rate
  • Reduce task multiplication

Customers

With self service enablement, it becomes feasible for customers to decide the mode of help. Consumers feel privileged when given an option to choose from; and what better than freedom from long and hammering call center ring tones.

  • Access information anytime
  • Avoid long hold & call queues
  • Digital Adoption of services

Operations Supervisor

The role of and operations supervisor is of inevitable importance as well. The query pertaining to a financial problem involves a lot of brainstorming resulting in an impatient caller. This caller if lost here, will be a customer lost from sale counter too.

  • Lower AHT & Hold Times
  • Achieve SLAs
  • More productive agents

Training and Quality

The onboarding of agents, in reality turns out to be one of the most crucial parts of recruitment. The agents with good communication skills are shortlisted and trained in accordance with organization’s workflow and knowledge aiming to achieve an even higher level of C-SAT & CX.

  • Faster training & on-boarding
  • Simplified feedback mechanism
  • Training & assessments for process knowledge

Digital Team

Majorly responsible for digital transformation of a company backed by robust strategy and planning; the efforts put into making of a website or an app engaging and interactive can reap conversions if it’s friendly and compatible enough for the search engine to crawl, read, and identify. As goes the popular say, “If it’s not on the first page, it just isn’t it.”

  • Drive digital transformation
  • Promote self service apps & website
  • Monetize through digital channels

CX Heads

The consumers can reach out to you for both general and generic enquiry, help, and support through app, website, bot, WhatsApp, social media, text, and call 24×7. Any loophole evident gives a fair chance to consumers for degradation of CX and NPS. It is thus essential to prevent any decrease in agent efficiency, learning, and quality.

  • Achieve CSAT & NPS scores
  • Reduce OPEX at contact centers
  • Increase overall brand loyalty

Our expertise in industry driven framework

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