Self-service Customer Experience Web Portal Checklist

As our lives become more entwined with technology, utilities are facing increasing pressure to improve their customers’ online experiences. The rise of distributed-generation technologies is also creating concerns that utilities will lose customers to alternate forms of energy like solar and wind. With demand slowing and costs rising, utilities are turning to self-serve customer experience portals to improve customer service and reduce costs by streamlining operations.   

Utility customers now expect technology to work for them, and self-service portals give customers access to their accounts 24/7/365. Customers no longer have to wait for regular office hours to pay bills, initiate move-ins and move-outs, and have their questions answered. Instead, customers can interact with a utility at a time and place that is convenient to them.  

In giving customers a way to interact online, utilities are seeing a reduction in office foot traffic, phone calls, and wait times. Because customers can log in and take care of general, everyday tasks, customer service representatives now focus on higher priority tasks. Customer experience portals help utilities to streamline operations, becoming more productive without sacrificing customer care.  

But not all customer experience portals are created equally. Most portals are designed to collect payments, but that’s not all they should do. Taking payments is not enough; your portal must be a self-service portal designed specifically for utilities that gives customers an excellent customer experience.  

So how do you know if your web portal is a true self-service portal? If you answer “yes” to all the questions below, then your online experience will be convenient and reliable for your customers anytime, anywhere, and on any device.  

Self-Service Customer Experience Portal Checklist

How does your self-service portal stack up to SilverBlaze? See how many questions you can say “yes” to and find out.

If you answered “no” to the majority of these questions, it’s time to change your web portal to a self-service customer experience portal, like SilverBlaze. SilverBlaze says yes to all of the questions above, giving your customers everything they need at their fingertips. With SilverBlaze, your CSRs will be freed up to work on high-priority tasks, and you’ll streamline operations and see a significant ROI. What are you waiting for? Schedule your demo to see how SilverBlaze can work for you and your customers.