Do this, not that, to create a positive experience for customers on your utility solar website

Residential customer awareness of and interest in solar energy continues to grow in the US and globally. Utilities that shift to become proactive solar advisors and embrace a changing market will position themselves for a successful, customer-centric future. And positioning yourself with a successful solar website is a great place to start. Check out our e-book, with data from the E Source Utility Solar Website Benchmark 2017, for some examples of what you should and shouldn’t do to design and market your solar website.

Using empathy mapping to design better utility programs

Part of the journey-mapping process is identifying your customers’ wants, needs, and pain points. Empathy maps are visual depictions of these customer traits. At an E Source Forum workshop in 2017, we asked demand-side management (DSM) program managers to create empathy maps for their customers. This infographic spotlights maps for three of their personas:

Account management transformation for SMUD: Consulting case study

E Source Consulting Solutions assisted SMUD with the reorganization of their account management team to better suit business customers’ needs and establish a customer-focused approach to product and service delivery.

[embed:esource-account-management-transform-smud.pdf]

Chatting it up: Web chat implementation and best practices

By implementing web chat, utilities can provide an additional contact channel for their customers to receive instant service and improve the customer experience. Learn where and how to start.

[embed:esource-chatting-it-up.pdf]

What technologies will influence the future of utility customer experience?

Q:What technologies will influence the future of utility customer experience?

A:Although a wide variety of technologies will affect the way utilities do business, artificial intelligence (AI) will likely be the most important. And voice analytics, which will largely be built on AI-enabled platforms, will also affect utility customer service.

How do you attract next-generation utility customers?

New energy companies are winning customers’ energy experience

Utilities may be the only companies that can deliver energy, but they’re not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.