Utilities and Telcom
of Utility and Telecom companies have customer experience on their top five priority to improve.
of Utilities are likely to invest in a mobile-first experience integrating transactions.
of Utilities consider a conversational AI solution to improve their overall customer experience.
Automate FAQs, answer enquiries, send load shedding schedule updates, handle complaints and proactively reach out to your customers with conversational channels such WhatsApp, Twitter and more.
Communicate securely with customers on the channels they prefer to use, send water cut reminders, payment reminders and provide contract renewals through secure end-to-end encryption.
Customers want more information from their telecom providers in order to gauge the value of their service. They also want efficient and timely communications for everything from contract renewals and update opportunities.
Positive customer interactions in utilities and telecommunications are few and far between. As long as the lights stay on, or the water is running, there’s no problem. It is only when something goes wrong that customers get in touch. So, how can you remove negativity from these conversations and ensure customer satisfaction?
Most people don’t want to spend half an hour in a queue to sort out a direct debit. If you can automate that process, they’ll leave having had a far more positive experience. Mobile Service Cloud lets you manage your interactions via a single dashboard and automate repetitive tasks via a chatbot.
Before implementing Chatbot O, Oxxio's customer interactions were mostly negative because people only contacted them when there was a problem.
Oxxio, therefore, decided to engage in more positive conversations with its customers using Conversational AI Cloud. It aims to play a different role in their lives, by engaging customers to save energy in a fun and easy way.
Conversational AI CloudPicture the scene as a customer: we've made the decision that we're going to buy something and we've added it to the cart, but for whatever reason, we don't follow through with the transaction. Sometimes we forget that we've added items to the cart; other times the phone rings just as we're about to click pay and we forget about it. On other occasions, we see something at the last minute that we don't like the look of that makes us think twice about buying.
There’s only one thing you want as a marketer, and that's grabbing the attention of your customers with your ROI in mind. With a popular platform like WhatsApp Business, the reach and engaging nature of the channel are a great place to start. But how do you truly stretch your marketing budget to see better results? By using data to your advantage!
AI innovations in customer service are emerging more rapidly than ever before, especially with the latest addition of Agentic AI and it’s AI Agents. We spoke with Roel Jansen, our Head of Commerce of our Engagement Platform, on how these AI advancements are transforming customer interactions and enhancing the experience. With Roel's expertise and vision, discover the future of customer service and what it means for businesses today. Whether you're an AI enthusiast or just curious about the future, you won't want to miss these engaging insights!
AI agents are your virtual helpers. Digital employees designed to perform specific tasks within an agentic AI framework. What type of tasks? Pretty much anything you can think of, from analysing data, writing emails, automating cancel or renewal processes, creating tickets, and so on and on and on. But how do you create these AI agents?
Looking for a smart and capable employee that never sleeps? A little helper that can take over all your menial and repetitive tasks to make your life a little easier? One that will continuously learn and improve itself to keep assisting you the best it can? This may sound like a dream (and an unrealistic one at that), but it's much closer to reality than you might realise! Discover agentic AI!
A contemplation on CM.com in the era of AI agents.
As we begin 2025, the customer experience (CX) landscape is moving faster than ever. Significant progress is being made in advancing Generative AI towards Agentic AI, driving efficiencies from service to marketing, Apple has also launched RCS on iOS, leading to new channels to engage customers, and finally, businesses are using automation to meet customers’ demands of personalised interactions and instant responses across every channel.
Your contact page is the ultimate business card for your customer service and provides a direct connection to your customer service team. It's a crucial part of the customer experience where you have the chance to significantly enhance the experience right away! To make this happen, the page needs to be well-designed. In this blog, you'll discover 8 steps you can take to make your contact page irresistible!
The holiday season is right around the corner, and it comes with a golden opportunity to connect with your customers in meaningful and personalised ways. Messaging channels like WhatsApp and SMS can help you create an unforgettable customer experience this Festive Season. Stand out by sending curated offers, support, smart deals and festive cheer directly to the phones of your customers. Learn how to leverage channels will not only enhance customer satisfaction but also drive sales during the busiest time of the year.
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