Utility companies and their customers’ needs are ever-evolving. To exceed rising customer service expectations, companies must strive to maximize the ease and effectiveness of every
customer touchpoint.
Mobile Applications offer utilities the perfect channel to directly communicate and engage with the communities they serve.
What makes the native mobile application more effective for driving satisfaction among utility customers than direct mail, websites, email, or phone calls alone?
For a utility, having a mobile app empowers them to provide customers with convenience and gives them a way to increase customer satisfaction. Utilities with a mobile app transform their
internal business processes and increase efficiency while offering a seamless process for their customers.
Benefits
Meeting customers’ needs:
Our fast-paced and digital lifestyles have led consumers to nolonger want to deal with physical paper statements or engage in phone calls. Mobile apps offer utility companies the perfect channel to meet the ever-evolving needs of their customers.
Personalized user experience:
Consumers welcome this highly personalized user experience on apps that includes information on their billing and usage details, balances, and the ability to contact their service provider from within the app.
Convenience:
Consumers prefer an automated self-service offering in a mobile app, and self-service offerings increase customer satisfaction. Convenience goes a long way in generating customer loyalty and adding to the bottom line.
Speed and Access:
Mobile apps are fast and reliable and are usually 1.5 times faster than mobile websites. They store data locally on the mobile device, which means they perform actions faster due to instantly retrieving data.
Revenue:
An improved customer experience within a mobile app can increase revenue for utility companies. Utility customers are willing to spend more for a better customer experience, and when customers are satisfied, they are twice as likely to stay with their existing service provider.