Communications Tied to Billing and Payment Demand a Customer-First, Multichannel Strategy

Communication with customers is one of the most important pieces of a utility customer experience strategy. This includes proactive communication about bills being due and high bills and more passive communications about programs, assistance and energy efficiency options. Customers also have clear preferences about how they want to receive these communications and, when necessary, communicate back to their utilities. In this report, we’ll explore how utilities can leverage multiple communication channels to meet customer preference


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billing CSAT customer communications multichannel payment

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