If we shift the focus to building a brand-customer relationship ,
Posted: Tue Jan 07, 2025 4:10 am
Technological progress has brought significant benefits not only in solving critical issues on the field , related to the production and distribution of energy, waste disposal or water management, but also in the communication of companies , which have begun to give priority to the training, information and operational needs of the target audiences by adapting their messages and services to increasingly more accurate user profiles.
among the technologies used most effectively we find:
digital tools and channels that enable more advanced forms of jordan whatsapp resource personalization . These are self-service services that on the one hand are able to create new opportunities for engagement, on the other hand increase user empowerment, helping to reduce the volume of calls to call centers;
artificial intelligence applications , thanks to which utilities can enhance customer interaction, streamline and simplify both transactional and communication processes, with a consequent reduction in costs;
automation programs , which can be used even when the entire system experiences interruptions, solving contingent problems of excessive load encountered, for example, in call centers;
systems for the collaborative management of document creation, archiving and multi-channel distribution processes , in which transactional and CRM data are enhanced and transformed into documents and communications, with a view to fully realizing multi-channel;
products for the dematerialization of tax and document processes , which ensure compliance with Italian and European rules, reduce the economic impact related to document and tax management and facilitate interactions between companies and customers, with positive effects on customer experience (this is the set of tools developed in the RegTech field ).
More and more utilities – from multinationals to start-ups – are making apps, microsites and personalized interactive videos available to their users , also accessible via mobile devices, which allow the management and payment of bills, the autonomous updating of one's customer profile, the resolution of outages, alternative planning, and the in-depth analysis of topics of interest. In short: a more fluid and immediate communication between the user and the utility company.
One last observation: in order to exploit the potential of all the technologies we have discussed and thus improve the customer experience, it is necessary to provide for their integration into the companies' infrastructures , which can also be very complex and which often need to be modernized in order to support an increasing load of increasingly sophisticated interactions.
The business opportunities offered by the 5 trends we have indicated in this article produce an immediate benefit that can be felt along the entire supply chain, from production and distribution , to the management of payments and service interruptions to communication with end customers
among the technologies used most effectively we find:
digital tools and channels that enable more advanced forms of jordan whatsapp resource personalization . These are self-service services that on the one hand are able to create new opportunities for engagement, on the other hand increase user empowerment, helping to reduce the volume of calls to call centers;
artificial intelligence applications , thanks to which utilities can enhance customer interaction, streamline and simplify both transactional and communication processes, with a consequent reduction in costs;
automation programs , which can be used even when the entire system experiences interruptions, solving contingent problems of excessive load encountered, for example, in call centers;
systems for the collaborative management of document creation, archiving and multi-channel distribution processes , in which transactional and CRM data are enhanced and transformed into documents and communications, with a view to fully realizing multi-channel;
products for the dematerialization of tax and document processes , which ensure compliance with Italian and European rules, reduce the economic impact related to document and tax management and facilitate interactions between companies and customers, with positive effects on customer experience (this is the set of tools developed in the RegTech field ).
More and more utilities – from multinationals to start-ups – are making apps, microsites and personalized interactive videos available to their users , also accessible via mobile devices, which allow the management and payment of bills, the autonomous updating of one's customer profile, the resolution of outages, alternative planning, and the in-depth analysis of topics of interest. In short: a more fluid and immediate communication between the user and the utility company.
One last observation: in order to exploit the potential of all the technologies we have discussed and thus improve the customer experience, it is necessary to provide for their integration into the companies' infrastructures , which can also be very complex and which often need to be modernized in order to support an increasing load of increasingly sophisticated interactions.
The business opportunities offered by the 5 trends we have indicated in this article produce an immediate benefit that can be felt along the entire supply chain, from production and distribution , to the management of payments and service interruptions to communication with end customers