Case Study: Utility Company Expands Customer Channels


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A natural gas and electric utility company with nearly 700,000 customers has upgraded its contact centre capabilities with LiveOps.

The problem

The utility company’s contact centre has both inbound and outbound communication requirements. It handles inbound calls for billing and payment inquiries, account management and assistance programmes, such as helping customers pay their bills or manage their service (starting, stopping or transferring). It also needs outbound communication for accounts receivable and emergency notifications of safety issues, such as gas leaks.

The brand’s previous contact centre technology only provided the ability to communicate with customers by voice. It lacked the flexibility to add additional channels, such as SMS, that would enable the company to more easily reach its customers.

As more consumers request information be sent via text message, social and mobile channels, it needed a more flexible contact centre platform that could grow with changing communications needs.

The solution

The LiveOps Cloud Contact Center supports the delivery of inbound and outbound interactions, and creates a virtual contact centre with a voice-enabled browser for the agent desktop to manage all aspects of customer interactions.

Calls are intelligently routed by leveraging real-time CRM data and contact-centre-specific goals (e.g. service level) to deliver the caller to the best available contact centre agent the first time.

The benefits

The flexibility offered by the solution will help the company to maintain its customer satisfaction ranking, and further improve customer satisfaction by enabling the brand to expand its available customer communication channels.

Vasili Triant

Vasili Triant

“The LiveOps Cloud Contact Center delivers the flexibility, reporting and multichannel capabilities that are essential to provide the type of customer service communication customers are demanding today,” said Vasili Triant, CEO of LiveOps. “Utility companies require highly responsive customer service and support because their customers need immediate responses to reports of outages or issues. Providing timely, appropriate communication on the channels customers prefer is key to maintaining customer satisfaction.”

For more information about LiveOps, visit their website.

Author: Megan Jones

Published On: 2nd Sep 2015 - Last modified: 18th Dec 2018
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