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Omni Channel Communication for Utility Industry - Cheena Shekhawat - ContactCenterWorld.com Blog

Omni Channel Communication for Utility Industry

Utilities (Water, electricity and gas) are essential services that plays a vital role in economic and social development. Increased competition in utilities sectors in recent years has entailed changes in regulatory frameworks and ownership structures of enterprises, in addition to business diversification.


Utility industries need to implement and experience the benefits of Omni channel communication. To meet these consumer expectations and remain competitive in today's digital marketplace, utilities industry will have to introduce omni channel customer communication, which will enhance customer engagement and ultimately, the customer experience. This will include the implementation of various communication medium including Email, SMS, Mobile Apps, Social Media, Web Portals, Live Chat Support, Chatbot and many more. 
 
Omnichannel is the significance element of customer service throughout many industries, including utilities. With the advent of new technologies in the space of IoT, big data and changing business models accompanied by the gradual shift in customer needs, it has become imperative for utilities to align with changing industry dynamics. Nowadays, customers want to interact via multiple channels and want more control over how they are contacted. Thus, it is crucial for utilities industries to offer omnichannel customer service delivery.
 
We provide a comprehensive solution to manage customer and internal communication system with improving the service channel process. We provide energy and utilities business with robust support in the form of a 24x7x365 multi-channel contact center that combines the skills of well-trained professionals with the process efficiencies of the latest omnichannel technology. We service your customers through: inbound and outbound voice support, web / live chat, email management, mobile SMS / text and IVR (self-service). With facilities for IVRAutomatic Call DistributorCall Center DialerVoice Logger, Reporting Engine and more, our call center technology ensures that all your customer interactions are streamlined.
 
Using Omnichannel approach, utility will capitalise on an opportunity to differentiate itself in an increasingly competitive market and also foster positive change for the industry as a whole.
 
To know more about our product & services
Call/Whatsapp: +91-9818234511
Skype: ariatelecom
www.ariatelecom.net

Publish Date: February 18, 2020 7:24 AM

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