Utility Customer Experience Management

Have you ever been unhappy with the customer experience provided by your utility provider? In the utility sector, customer service and experience are vital factors that contribute to customer retention and business growth. The Customer Experience Platform established by boostCX gives utility providers an innovative solution designed to enhance the customer experience at your company.

boostCX integrates advanced technology into your business operations to help you collect, analyze, and take action on customer data to manufacture an engaging customer experience for utility companies and providers. The data and analysis provided by the boostCX platform enables these utility companies to understand their customers’ needs, respond to their feedback promptly, and build stronger customer relationships. Utility providers that implement the boostCX platform, can significantly improve their customer service and experience, which has a positive impact on customer satisfaction, loyalty, and business success.

Why Choose the boostCX Customer Experience Solution?

Utility companies and providers that choose the boostCX Customer Experience Solution will enjoy a multitude of systems that work in tandem to provide you with the tools you need to enhance the customer experience. The platform is built around four key elements – Survey Feedback and Closed-Loop Alert Management, Actionable Insights, Text Analytics, and boostCX Social. The innovative Survey Feedback and Closed-Loop Alert Management feature allows businesses to gather valuable customer feedback via multiple channels, address customer issues promptly, and build customer satisfaction and customer retention.

Actionable Insights is a pillar of the boostCX Customer Experience Platform that helps you analyze and manipulate customer data in order to boost customer outcomes in a variety of areas. Text Analytics provides a data-driven approach to customer service, implementing human and machine learning to analyze feedback, identify trends, understand patterns, and identify customer service pain points. The data and analytics provided by these boostCX features enables businesses to make informed and proactive decisions that will have a positive impact on the customer experience.

boostCX Social is an innovative Social Media Management feature that puts focus on social media and review sites, allowing businesses to monitor and engage with customers on social media platforms, further enhancing the customer experience, and fostering strong customer relationships. With these features integrated into your customer service operations, boostCX provides a comprehensive solution for utility companies aiming to elevate their customer satisfaction and retention.

How Do the boostCX Features Work?

The features implemented by the boostCX Customer Experience Platform work in harmony to deliver a superior customer experience – which can have a positive impact on utility company customer service and business operations. When employed by utility companies and providers, the boostCX platform delivers a comprehensive solution that aims to elevate their customer service and experience. Learn more about each element of the boostCX Customer Experience Platform and the specific aspects of each that will help you deliver a one-of-a-kind customer experience in your industry.

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Survey Feedback and Closed-Loop Alert Management

The Survey Feedback and Closed-Loop Alert Management element of boostCX provides a multi-channel solution for gathering customer feedback. It enables businesses to create customized multilingual surveys that can be distributed across various channels, ensuring a wide reach and a diverse customer response. The feature provides real-time alerts based on custom prompts, allowing businesses to promptly address any issues or concerns raised by customers. These alerts are conveniently available through the boostCX Mobile App, ensuring businesses can respond to customer feedback swiftly and effectively, no matter where they are.

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Actionable Insights

boostCX Actionable Insights offers a suite of performance management tools designed to help businesses understand and improve their customer experience. These tools include role-based customer feedback dashboards that provide a clear view of customer sentiments, and internal views of KPI trends that track performance over time. Custom reports can be generated based on different customer data dimensions, surveys, questions, and periods, providing a granular understanding of customer behavior and preferences. KPI-driven Scorecards offer a concise view of performance against key business objectives and how you can take action. These tools work together to help businesses identify customer experience trends and root causes, enabling them to make informed decisions and implement effective strategies for improvement

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Text Analytics

boostCX Text Analytics employs a combination of human and machine learning to analyze customer feedback effectively. This feature provides valuable insights into customer service issues and how they can be addressed. It uses theme detection to identify common topics or issues in customer feedback, and rule-based logic to categorize this feedback accurately. This allows businesses to understand their customers’ concerns better and take appropriate action. This tool can create alerts based on specific feedback, ensuring businesses are promptly informed of any significant issues. The Text Analytics feature also includes visual tools that present the analyzed data in an easy-to-understand format, aiding in the decision-making process.

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boostCX Social

The boostCX Social tool is a powerful Social Media Management feature that integrates social media reviews and comments into a customer experience portal. This provides businesses with a comprehensive view of all customer feedback, not just from traditional channels, but also from social media platforms and review sites. The tool is capable of filtering huge streams of customer feedback data by trends, allowing businesses to identify and engage with at-risk customers promptly and by addressing these customers’ concerns, businesses can improve their online reputation, enhance customer satisfaction, and foster stronger customer relationships. This proactive approach to social media engagement is a key aspect of modern customer experience management.

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