Within the tightly regulated and highly competitive utilities space, ContactEngine lets you hold more effective conversations with your customers, and helps you retain and gain more business. From onboarding to appointment scheduling, billing, and in-life customer care and support, ContactEngine’s utilities-specific proactive conversations benefit customers and providers alike.
Where ContactEngine fits in
Sales and onboarding
Our utility clients see immediate improvements in customer experience and efficiencies throughout the entire customer onboarding process.
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Churn reduction
All of our clients across industries recognize the value in customer churn reduction, and this enables us to take lessons learned in one sector and apply them to others.
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Regulatory compliance
Regulatory compliance requires traceability on any number of issues and varies depending on geography. All conversations ContactEngine holds are transparent. ContactEngine is white box, meaning its conversational algorithms are explainable and fully auditable, unlike many off-the-shelf black box solutions.
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Customer feedback
ContactEngine elicits customer feedback (NPS, VOC, CSI surveys) and escalates customers to an agent when necessary for immediate intervention. Surveys can be randomized or placed immediately post-event.
Our data driven insights for utilities
Building an effective churn reduction strategy
WHITEPAPERContactEngine works with many of the largest telcos and utility companies in the World. We examine some relatively novel techniques we have seen work wonders in churn reduction across many areas of the customer journey within our clients.
British Gas - Reducing Missed Appointments and Lost Revenue with ContactEngine
VIDEOReducing missed appointments and lost revenue through proactive communications
A day in the Life of ContactEngine
VIDEODrawn from real data, this visualisation shows customers flowing from one client’s systems, through ContactEngine, and back again.
A 'Pay Now' Collections Journey - Powered by Proactive Conversational AI
VideoContactEngine's series of videos show three scenarios familiar to anyone in a collections company or department. Our proactive conversational AI awaits a trigger to contact a customer and then holds a conversation with them, so they can reply in their own time, in their own words, without the embarrassment of speaking to an advisor.
A 'Payment Arrangement' Collections Journey - Powered by Proactive Conversational AI
VideoContactEngine's series of videos show three scenarios familiar to anyone in a collections company or department. Our proactive conversational AI awaits a trigger to contact a customer and then holds a conversation with them, so they can reply in their own time, in their own words, without the embarrassment of speaking to an advisor.
