Utilities IVR, IVA and Conversational AI Solutions
Easy and Efficient Access to Service Information
Plum Voice offers the self-service solutions your utility company needs to continuously provide your customers with a better overall experience.
Modernize Your Customer Experience
In the utilities industry, several factors are making customer service a strategic priority. Competition with other providers, new technologies, rising customer expectations, the proliferation of mobile communications channels, and the need to support more sophisticated customer interactions are driving the need to deliver a better customer experience.
While many customers choose online payments, 62% of utility customers say they prefer making a payment without logging into a system. Likewise, more than half of general consumers have claimed to make at least one payment per month via the phone.
Our IVR and intelligent virtual agent (IVA) solutions support payments, service notifications, and much more. Plum Voice solutions enable cost-saving IVR automation and high levels of consumer satisfaction.
Giving your customers the option to pay their bills over the phone gives your customers the convenience, reliability, and flexibility they want. A PCI-DSS compliant IVR solution provides your company with the security it needs to protect sensitive customer information. Integrate IVR payment applications with your CRM databases to add personalization and data exchanges to deliver improved customer experiences and faster transactions. IVR payments add real value to your self-service offerings and a high ROI.
Service disruptions can be costly; not only from a financial perspective but also when it comes to consumer confidence and trust. Proactive communications and transparency during an outage can help deflect customer angst by keeping them informed and updated in real-time with voice and/or SMS notifications. For power companies, voice becomes an increasingly critical means of communication because it may be the only functioning communications channel customers can access.
SERVICE ACTIVATIONS AND TERMINATIONS
Voice self-service can help your team streamline the onboarding and termination of customer accounts. IVAs and conversational AI make the onboarding process as natural as a conversation with a live customer service rep.
SMS INTEGRATED WITH YOUR VOICE APPS
Plum Voice helps utility companies expand the capabilities of their voice channel by providing two-way SMS service. Use text messages to provide service disruption updates, deliver custom offers, or send personalized communications. SMS messaging is an effective communications channel that can cut through the noise and capture peoples’ attention.
CULTIVATE CONSUMER CONFIDENCE
Proactive notifications demonstrate a customer-centric service approach. Not only can this create more transparency for your company, but it also delivers a better customer experience, which helps with customer retention.
RECORD DATA IN THE FIELD
Manually inputting and managing data acquired in the field can eat up a lot of time and resources. Whether it’s the risk of losing paperwork or the cost of paying for data entry, keeping track of field data can create headaches. Leveraging cloud IVR technology for meter reading data, enables your workers to collect data and automatically push it to your backend systems.
Get Started with a Free Trial
Try out this free trial to leverage your voice channel for payments, notifications, and much more.