At the onset of the COVID-19 pandemic, a utility business saw their call center staff unable to work due to safety concerns. With more customers concerned about their utilities and bills due to economic uncertainty, the utility knew that getting their customer service right and offering self-service was key.
Download the case study to learn how the utility:
- Handled customer services requests without their call center
- Increased customer satisfaction with digital channels
- Used real-time decisioning to inform future customer interactions