Energy
Redefining how you serve customers in a world with more options.
Today’s Energy customers are eager to engage with suppliers more than ever before.
Energy is an industry where customers want clarity around rates and billing, and clear communication about things such as energy usage, ways to lower costs or energy saving products.
Energy consumers are also more aware of the variety of energy options available to them, especially in deregulated markets with many suppliers. They demand more engagement from their utility providers, and this is where Authentic CX plays a crucial role.
We can provide personalized, quality service, as we act as a vital point of connection between you and your customers.
How we help
Today’s energy consumers want the best rates, but they also want the best service and genuine support, and over 70% are aware they have the option to switch providers to obtain a better energy experience.
With our years of experience helping clients in the Energy sector, we can help you meet today’s elevated expectations, providing reliable, knowledgeable, and transparent customer care that increases customer satisfaction and loyalty.
Giving Energy Customers Options
Many energy companies are moving towards hybrid delivery models that combine voice support with a variety of digital channels and self-service options.
We can help you find that ideal balance between digital speed and efficiency and agent-driven support, offering your customers multiple, convenient ways to access the information they want and get the help they need.
Embracing Digitization & Co-Innovation
Consumers are now used to digital businesses and demand the flexibility and ease of digital interactions, and Energy is no different.
Whether it’s developing a new intelligent chatbot to assist with simple enquiries or finding new ways to add efficiency, automation, and digital connection points to your workflows, Our Data Science & Innovation team can help you integrate your existing technology with our omnichannel delivery platform, using our in-house expertise to support a frictionless transition.
Enhancing the Energy Experience
Customers want to be more engaged with their energy providers. In fact, according to recent surveys, customer experience is the #2 reason people switch energy suppliers, second only to price. This means it’s vital to listen, learn and understand customer needs.
This is why you need a consistent flow of data intelligence and business insights, gathered from our experienced agents and artificial intelligence platform. We can help you identify and remedy any consumer pain points, while designing new ways to engage customers and retain them.
Data Security and Compliance
With evolving legislative frameworks around sensitive customer data, many power companies have recognized the need for enhanced security measures.
Here at itel, we take data security and compliance very seriously. Not only are we PCI DSS and SOC 2 certified, but we also adhere to strict compliance measures when it comes to data privacy, data security and cyber threats.
We employ the latest AI-driven security system, backed by our diligent InfoSec and IT (Information Technology) team, which ensures our energy partners are always protected.
Leading Caribbean Utility Provider Reduces Call Times by 14 Percent
