One of the most exciting things happening today is the growing focus on customer experience. Customer experience design (CX design) is the design of the entire customer journey, from the moment a potential customer first enters a company’s doors to the moment a customer interacts with a brand’s employees and solutions. The goal of a great CX design is to delight customers, increase engagement, and build long-term relationships. CX design is becoming increasingly relevant now more than ever before, with the rise of digital platforms and channels, the continued growth of e-commerce, and the increasing importance of the brand experience for all marketing efforts.
Customer experience is essential when customers need to communicate with utility companies. We all know what it’s like to get a bill and be confused about it. When you have a question, you don’t want to spend hours on the phone being transferred around before you finally find someone who can help you. And if you have to go into the office, you’re going to be spending more of your day trying to pay your bill than actually doing anything else.
You know that feeling when you’re trying to fix a leaky faucet, and water is dripping everywhere, but you can’t find the wrench? Or when you lose your keys and run late for work? Or when it’s finally Friday, and then your favorite TV channel is down on Sunday morning?
We all have experiences like this that make us feel like everything is rushing past us, and nothing we do will stop it.
It’s frustrating to be in a situation where you want to act, yet there is nothing you can do. It’s especially frustrating when these situations are not just one-off experiences, but rather the norm in how utility companies treat their customers.
That’s why we at Tilli are so passionate about creating better customer experience for your customers. We believe that we have the power to help our clients be better service providers for their customers, which means more satisfaction and less headaches.
We realized we needed to focus on the customer. Utilities, by their nature, are a complex and technical business. So, it’s easy to lose sight of the people when you’re trying to figure out the next big thing for your business.
The best CX design is one that increases customer happiness and reduces the number of complaints and service requests. It’s about identifying and solving customers’ problems quickly and efficiently—and doing so in a manner that demonstrates empathy and treats customers with the respect they deserve. It’s also about providing customers with the information they need to make informed decisions and getting them the help they need when they need it most. The best CX design empowers customers to take control of their experiences, which in turn increases their loyalty and satisfaction.
Customer service is a major sticking point for many utility companies. Many of us have had the experience of getting put on hold forever, or being transferred from one department to another, only to be told that we need to call another number. These experiences can be frustrating and even confusing, especially if you’re calling about a problem that needs immediate attention. In these cases, it can be helpful to have a simple way of communicating directly with an agent who can help you solve your problem.
Fortunately, there are ways that utility companies can make the customer experience better for their customers. The most important step is to identify the customer’s needs and find a solution that matches those needs as closely as possible. One way to do this is by asking the customer how they would like to interact with the company — whether it’s through online chat, email, or phone. Then, find a support agent who can provide that kind of service and make sure they have access to all the information they need in order to resolve your issue quickly and efficiently.
But what if that was automated? What if you’re able to communicate with your customers at scale, with the click of a button?
That’s what we do for you.
We know that utility companies aren’t widely known for their excellent customer service. In fact, most of us only contact our utility companies when something has gone wrong or we need to pay a bill. We don’t spend much time thinking about them, and they don’t spend much time thinking about us… until we want to switch providers.
That’s why it’s critical to maintain a great customer experience in this industry—it’s an excellent way to stand out in a crowded market and keep customers loyal.
If you want to learn more, we’d love to chat.