Customer Support for Energy - Helprace
Align energy customer support to the source: your clients
The energy industry has some poor track records when it comes to keeping customers satisfied. That's because since the energy industry is regulated within governments, they aren't among the most competitive ones (unlike retail, for example). It's common knowledge that competition improves customer service as a whole while excessive regulation and monopolies have the opposite effect. So what can we do? The solution often rests with top management and support departments of these energy companies.
How do you stick out from the rest, then? You can start by implementing a well-functioning help desk that allows agents to save time and keep every ticket accounted for. However, in order to deliver the right energy customer support you have to do more than just answer emails and phone calls. Your clients may have something to say but not the time nor place to do it. What you need is accessible energy customer support that will resolve your issues and provide a reliable energy customer support platform for future dialogue.
Your energy customer support solution: customers help themselves
Helprace energy customer support is based on user engagement. Since your customers know exactly what they want, they can find it all in your published space. Your white papers and guides are all searchable and ratable in your energy customer support portal. Those who understand support know that great customer experiences come not only from quickly answered tickets, but giving them the ability to answer their own questions and leave feedback.
Helprace is designed to keep support agents informed of various questions or concerns customers may have related to your energy products. When customers are able to find the most appropriate answer to their question in record time (and through the channel of their choice), their satisfaction levels increase and they tend to tell others about it.
If you feel like your customer support is lagging behind, the first thing you may want to take a look at is your support portal. Are users engaged? Are they reading, creating and sharing content on your turf? If so, you know you've created support that other customers are going to love.
Helprace will set your energy customer support apart from the next guy
Since the energy industry is usually very heavily regulated, there needs to be more flexibility in the support departments. If you're among the small market of energy providers, offering better support than the next guy can drive many customers over to your product.
In the energy business, you cannot afford to let customer satisfaction slide. Engaging your client means never letting a comment or a question vanish, and that’s why Helprace offers 4 feedback categories for engagement: post a question, praise, idea and opinion. To top it off, it’s accessible through your energy customer support community portal. This way your customers will only send requests when it’s absolutely necessary.