2. Reduction of dropout rate
Posted: Mon Jan 06, 2025 4:49 am
Churn is the real pain point for the entire industry. According to CM.com (a global leader in cloud-based conversational commerce software), the average churn rate for energy and utilities in the United States is around 30-35%. In Europe, the figure is around 12-15%. While high churn is likely a sign of a poor customer experience, it is also having a negative impact on the company’s bottom line (as we mentioned before: attracting new customers costs up to five times more than retaining existing ones). Utilities should prioritize initiatives that can help reduce churn during the early stages of onboarding by addressing customer concerns early, providing personalized support, and offering incentives to encourage customer loyalty.
The most advanced interactive tools, such as virtual demos, video germany whatsapp resource explainers, guided tutorials can be successfully used to provide practical guidance to new customers, ensuring a smooth transition to the full use of their services. These are interactive experiences that allow users to explore features, solve common problems and customize their settings, all in an intuitive and engaging environment. By allowing customers to actively participate in their onboarding journey, companies in the Utility sector reduce the learning curve and increase customer satisfaction, promoting a stronger connection.
3. Cutting process operating costs
The transition from physical channels, such as in-person meetings or phone calls, to digital platforms simplifies and speeds up onboarding operations and, as a result, significantly reduces operational costs. By encouraging customers to use self-service options, companies can achieve a significant cut in process operating costs, while improving the overall onboarding experience. Managing communication through Customer Communication Management (CCM) solutions can also help increase the efficiency of the onboarding process. The CCM, a platform that enables a complete set of features (from email to SMS, from mobile push modes to web notifications), can in fact prove crucial in dynamically segmenting customers based on their interests and in building automatic workflows that are activated based on certain actions. Data-driven automation frees human operators from the most repetitive tasks, allowing them to focus on higher-value activities.
The most advanced interactive tools, such as virtual demos, video germany whatsapp resource explainers, guided tutorials can be successfully used to provide practical guidance to new customers, ensuring a smooth transition to the full use of their services. These are interactive experiences that allow users to explore features, solve common problems and customize their settings, all in an intuitive and engaging environment. By allowing customers to actively participate in their onboarding journey, companies in the Utility sector reduce the learning curve and increase customer satisfaction, promoting a stronger connection.
3. Cutting process operating costs
The transition from physical channels, such as in-person meetings or phone calls, to digital platforms simplifies and speeds up onboarding operations and, as a result, significantly reduces operational costs. By encouraging customers to use self-service options, companies can achieve a significant cut in process operating costs, while improving the overall onboarding experience. Managing communication through Customer Communication Management (CCM) solutions can also help increase the efficiency of the onboarding process. The CCM, a platform that enables a complete set of features (from email to SMS, from mobile push modes to web notifications), can in fact prove crucial in dynamically segmenting customers based on their interests and in building automatic workflows that are activated based on certain actions. Data-driven automation frees human operators from the most repetitive tasks, allowing them to focus on higher-value activities.