Our Thinking

As an Opower IT Engineer, she’s able to combine her passion for the environment and technology

  • By Aaron Tinjum
  • April 11, 2014

Employee Spotlight

Kristy Dai is an IT Support Engineer in Opower’s San Francisco office. In her role, she provides technical support to Opower employees around the world to ensure they have the technology and tools they need to be successful.

What do you do at Opower?

As an IT Support Engineer, I’m one of several key contacts that provide technical support for onsite and remote users in San Francisco, Arlington, UK, and Singapore. Our team is responsible for maintaining all IT accounts, software and equipment, to ensure that Opower employees are working with reliable tools to do their jobs efficiently.

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Our Thinking

Opower earned a 100% score on customer support. You can too using these 6 tips.

  • By Suvro Khan
  • April 10, 2014

You can't buy happiness, but you can measure it.

Think about the last time you had a really bad customer service experience. It probably isn’t too hard to remember — maybe you spent an hour on hold, or days without your luggage.

Events like that take a huge toll on a company’s relationship with its customers. The data are very clear that when consumers have to put a lot of effort into fixing problems, they won’t think twice about cutting companies loose.

As the head of Client Support at Opower, it’s my job to make sure our utility partners never have that kind of experience with our services. There’s no secret formula for success; ultimately, making sure every client feels like they’re in good hands demands hard work and a relentless commitment to their needs. But there are ironclad principles that guide everything my team does — and here are six that should guide yours, too:

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Our Thinking

Behavioral segmentation is changing how utilities engage their customers. Check out this webinar to learn why.

  • By Casey Davis-Van Atta
  • April 9, 2014

Behavior's Role in Customer SegmentationEvery customer is different. And leading utilities know that successful consumer engagement depends on delivering a personalized experience.

That’s why utilities around the world are investing in segmentation — figuring out who their customers are, then tailoring their message to reach each household more effectively. But it’s also important to take a closer look and ask: does segmenting consumers by demographics alone have its limits?

Join us on April 16 to find out.

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