Technology has drastically changed utility customers’ expectations.
Consumers now expect their utility to communicate with them effectively via digital channels, like email, web portals, and social media. This is especially true of the next generation of energy consumers: millennials.
Digital channel communications — like outage alerts, savings advice, high bill alerts, demand response incentives, and thermostat management control — can help utilities to achieve business goals more readily and cost-effectively, and they’re also a key driver of higher customer satisfaction. 67 percent of consumers who use digital channels are satisfied with their energy provider, as opposed to just 58 percent who don’t engage online.