How can Dataknowl help utilities upgrade to omnichannel customer support
Utilities companies across the world
are facing a conundrum, as customers who are now increasingly accustomed to a seamless
experiences from e-commerce companies, are now expecting the same level
of support from them as well. Until recently, customers have
been content with the
utilities sector providing stable services, but they now expect a customer experience
at par with that of the
Traditional customer support
channels like call centers and email support that function during the usual work
hours are no longer sufficient.
Utilities cannot ensure that each and every
query will be answered, leading to a lot of dropped calls and unnecessary delays in
Time-consuming and labour intensive, the traditional customer
support channels are not only a considerable financial burden to the companies,
are also failing to keep customer satisfied, leading to an increase in negative feedback.
The utilities services can thus no longer afford
to ignore their customers. It is
vital for them to start engaging their customers across multiple channels, by harnessing
the power of social
media and advancing technology in artificial intelligence.
does omnichannel customer service help engage customers ?
Your customers are
already present on various platforms and the widespread use of smartphones across
continents and cultures has ensured that
they are always connected. As informed users,
who smart-meters and multiple payment channels, they also expect timely responses
queries on a platform of their choice : social media, text,
SMS, phone or chat. Companies have to now think beyond the traditional
center approach, to embrace mobile technology, analytics and AI-driven chat
How can DataKnowl help you to upgrade to an omnichannel
A platform that offers optimisation and automation of customer service,
DataKnowl provides solutions
across various channels.
Our solutions allow you to reach a wider audience and engage
with existing customers.
Contact solution allows
you to manage phone calls, track requests and respond to customer queries, through
a single Interaction
Center, that supports not just phone, but also SMS, live
chat and even Facebook Messenger. A simple and easy to implement omnichannel solution,
Contact allows you to provide real-time support to your customers. You can integrate
the DataKnowl Contact solution, along with V-Voice and
V-Agent to your existing CRM,
making it an ideal solution.
DataKnowl’s V-Agent solution is a virtual assistant powered by Artificial
Intelligence. V-Agents are chatbots, that will be available 24 hour a
days a week on web, mobile and messaging platforms, ensuring that no customer query
ever goes unanswered. Since the V-Agent is always
available 365 days a year, you
can optimise customer experience by providing immediate responses. Combined with the
human task force,
DataKnowl’s V-Agent solution enables you to respond to requests
about meter readings, information about outages and downtime or additional
all without increasing your task force and expenses.
V-Voice solution is
a conversational agent, that uses advanced IVR technology to customer support
24/7. Like the V-Agent, the
V-Voice solution allows you to respond to customer queries
round the clock, ensuring greater customer satisfaction. V-Voice agents can be
to provide information related to meter readings, downtime and other feature information.
Customers can also report issues and
check the status of requests and complaints.
The V-Voice agents can work in tandem with human agents, optimising the customer experience
the voice channel.
Sign-up now for the free plan and start using DataKnowl services
to improve customer satisfaction.