34% of consumers aim to regularly switch their main utility accounts. Out the main reasons, price is at the top. Higher pricing is inevitable, so to help customers anticipate and plan for higher rates, some utility companies are starting to see the value in engaging with customers when bills are sent but not only. With Nixxis Contact center software for Utilities Industry we help you retain your customers by providing the proper tools and technology to improve their experiences and add value to your company.
Proactively notify customers of planned outages or unexpected emergencies over voice with outbound campaigns in self-service channels, or over mobile devices via SMS text or in-app. You can even create automated SMS text reminders of service appointments or proactively reach out to customers regarding billing changes.
Allow customers to access information in-app or over other self-service channels. By providing outage and billing information on self-service channels, you can reduce influx of calls during emergencies and reduce customer service costs. You can also provide customers the option to report outages via SMS or in-app and receive updates during emergencies.
In the utilities industry there are many frequently asked questions and common inquiries, like customers checking on their payment status. Reduce costs by automating common inquires over self-service channels and in your IVR. Even though customers should be able to solve most of their problems in self-service channels, it’s best to always provide an easy way for your customers to speak with a live agent.
Ensure emergency calls take priority with intelligent routing and IVR functionality. By routing these calls to agents best equipped to handle emergency calls, you can quickly handle the situation and put the customer at ease.
Consolidating customer data, communication tools, and easy-to-access information into a single desktop is critical in servicing your customers. The decluttered Agent Desktop puts actionable customer data and knowledge at your agents’ fingertips so they can solve customer problems, not hunt for information. By bringing all customer data to a single screen, agents are empowered to personalize each interaction.
Nixxis Contact Suite has an advanced quality monitoring system with advanced “speech-to-text” technology
We understand that shifting from one solution to another can get pretty complicated and frightening, at Nixxis we are committed to help you make this change as smoothly as possible.
On another hand you might already have a software but you’d like to take over another one that has different functionalities that would help you. Nixxis can be integrated to other solutions such as Genesys and give you the best of both worlds!
Take advantage of one of the most powerful predictive dialer on the market and send your outbound telesales results through the roof
Take advantage of one of the most powerful predictive dialer on the market and send your outbound tele sales results through the roof
A well-thought IVR that allows you to deal with overflowing in waiting queues, create call-back scenarios to ensure your customer service inbound calls stay as smooth as possible
An integrated Softphone for decreased costs of operation and better embedded communications
Create omnichannel campaigns and merge all your channels (chat, email, SMS, phone, social media) on one interface for a complete comprehension of your customer
At Nixxis, the voice of our clients is our utmost priority. Book a demo with us to discover how we answer your challenges and how we can actually make coffee for you
I would say my overall experience with Nixxis is very good. I’m very satisfied with the Nixxis Contact Suite. And what’s most important is often customer service don’t want to move to another system just because people don’t like to change. But they have to make the change because afterwards, I mean after have been using Nixxis for like 15 days everybody says “It’s much better, much easy to understand”. I really recommend Nixxis. I do it every day to my customers