The Key to Elevating Customer Care: Human-Centered Self-Service for Utilities

Abstract

Analysts at Navigant Research expect utilities in the U.S. to invest $774 million annually on customer engagement solutions by 2022.

Why is this spending growing in the U.S. and throughout North America? Navigant says it re ects the changing utility-industry landscape: aging infrastructure, more distribution energy resources and renewables, more need for demand management and, therefore, a need for stronger utility-customer ties.

What’s more, your customers have been pumping gas without station attendants and scanning groceries without
a checkout clerk for years. When they buy an airline ticket, they go online and do it without a travel agent. Then they select a seat, check in and download boarding passes to their smartphones.

They’re in control. That’s the way they like it. A 2016 survey of U.S. consumers found that 71 percent want the ability to solve most customer service issues on their own.

Done right, customer self-service applications can strengthen your customer ties and help you navigate the industry changes ahead.