Chat Grows Up
Submitted by meacott on Mon, 2011-01-31 17:03Given the consumer push-back against smart metering, utilities can get ahead of the learning curve and provide both customer service and education through proactive online chat technology. But telephone agents aren’t the same as chat agents, and online chat must be properly implemented to maintain the ‘human element.’
The utility industry is in a state of customer service transformation. Many utilities are being forced to reassess their customer service options as they learn to manage the volumes of new smart meter data, while at the same time, responding to customer inquiries about all of the changes.