End-to-End Customer experience management for

Utility and Energy

service providers

Delivering legendary customer support experience for Gas, Electricity, Water, by providing quick resolution to customer concerns.

How Etech Global Services assists in Utility customer experience?

24*7*365 Support

Etech has 24*7*365 operational centers across the globe, ensuring seamless availability of our team for responding to the customers. With the integrated resources and infrastructure of customer engagement platforms such as calls, chats, emails and social media, the information is easily available and accessible with the support executives to ensure prompt responses to customers, be it payment assistance, complaint monitoring or any challenge customers are facing.

Complaint resolution

Utility customers require quick assistance since it is a part of basic requirement. With over 20+ years of serving customers, Etech has developed an integrated suite of customer engagement platforms for providing multiple channels, that provides information about customers across the platforms. Hence, resolving complaints, assigning responsibilities and updating the status to customers becomes extremely easy.

Improve business performance

To ensure that the performance of your business always remains top-notch, we’ve integrated quality assurance process empowered by our home-grown quality monitoring software for call centers, QEvalPro. It eases the process of identifying parameters driving customer sentiments, efforts. On the basis of that, the contact center agents can be trained ensuring superior business performance.

Insights for customer retention

The insights team of Etech monitors cross-channel customer interactions, and delivers insights on customer preferences, major reasons for contacts, conducts voice of customer analysis and determine that what are the major factors driving positive as well as negative customer experience. On the basis of these findings, our business experts suggest the most suitable engagement strategy and key metrices to improve customer retention.

Etech’s Expertise in Utility Industry

Read through achievements of Etech’s team while serving some of our valuable clients in the Utility industry.

Etech Insights helps Global Telecommunication leader to improve sales conversion with market intelligence study and analysis.

Companies invest strategically to implement live chat for providing sales and after-sales support to their online visitors and customers. It’s an ongoing challenge to improve and sustain conversion rates in order to meet aggressive revenue goals. Also, companies run promotional offers from time to time to drive attract more customers and drive sales and revenue. It is imperative for the sales team to know what customers are saying for the various promotional offers about the products and services offered to them and timely analysis can allow the companies to change their promotional offers to meet the customers’ demands while still being competitive.

Industry: Telecom | Service: Quality Monitoring and Analytics

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