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E Source Companies, LLC
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This excerpt from our graphical ebook highlights key areas for improving utility IVRs from the E Source Review of North American Electric and Gas Company IVRs: 2016.

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How to © E Source© E Source
© E Sourcewww.esource.com What Customers Are Thinking © E Source Customers Prefer Other Channels IVR rated lowest for first-contact resolution and quality of service received among eight customer-facing channels Customers would rather speak to a customer service representative (CSR) to resolve their issue than self-serve © E Source; data from 2015 Omnichannel Survey
© E Sourcewww.esource.com So What Can Utilities Do? © E Source Automate authentication and include only where necessary Increase self-service opportunities Focus on improving functionality Enhance experience for credit- and payment-related features

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E source ucc-rb-14-ivr-ebook-public

  • 1. How to © E Source© E Source
  • 2. © E Sourcewww.esource.com What Customers Are Thinking © E Source Customers Prefer Other Channels IVR rated lowest for first-contact resolution and quality of service received among eight customer-facing channels Customers would rather speak to a customer service representative (CSR) to resolve their issue than self-serve © E Source; data from 2015 Omnichannel Survey
  • 3. © E Sourcewww.esource.com So What Can Utilities Do? © E Source Automate authentication and include only where necessary Increase self-service opportunities Focus on improving functionality Enhance experience for credit- and payment-related features