Utilities Work to Provide Streamlined and Stable Customer Service
Providing a satisfactory customer service experience is paramount for the utility industry. This is no small feat in a time of rising customer expectations and comparisons to other industries. Additionally, in a digital era, customer service is evolving into a 24/7 operation.
This analysis, which serves as a complement to and expansion of Chartwell’s 2024 Customer Service Industry Survey Datasheet and Benchmarks, is designed to highlight notable industry trends, customer service innovations, and specific initiatives reported by industry survey respondents to provide a more complete picture of customer service priorities such as IVR and digital channels, CSR hiring and retention, success metrics, and obstacles to improved service.CONTINUE READING
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