Have you ever experienced what your utility customers go through trying to resolve an issue?
Imagine you’re a customer trying to figure out why your bill is higher than expected. Navigating the website for answers doesn’t help. Frustrated, you call customer service, knowing you’ll have to go through the automated phone system and long hold times. Once connected to an agent, you have to share the same information all over again and wait while the agent tries to figure out what you weren’t able to answer on your own. In the end, the agent determines that your bill is high because you in fact used more energy last month, and therefore still owe the amount billed.
What you don’t see is the agent frantically checking multiple screens and systems to try to understand why their bill changed so much. It would help to know the customer’s past billing history right
Read the full article on Salesforce.org blog.
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