Als energie- of nutsbedrijf heb je te maken met complexe processen en een lange serviceketen. Van energieleverancier, installatiepartners, tot gemeente en uiteindelijk de consument: het is een ecosysteem van losse netwerken en betrokken partners. Hoe houd je dan grip op al die communicatie en informatie om de eindklant de best mogelijke service te verlenen?
De moderne consument verwacht namelijk de juiste service op het juiste moment en een consistente beleving via de verschillende kanalen. Daarom is het key om data en communicatie uit het verleden samen te brengen met realtime events om klanten, maar ook servicemedewerkers, zo goed mogelijk te informeren. Het doel? Een First Time Fix én tevreden klanten.
Maar dit vraagt nogal wat van je klantenservice en alle processen daaromheen. Klanten doorlopen een eigen, unieke customer journey via social media, telefoongesprekken of de chat. Met intelligente selfservicemogelijkheden, digitalisering en automatisering, ontstaat er een naadloze workflow ongeacht de customer journey. En dát is wat je wilt bereiken.
In deze whitepaper lees je meer over hoe je de klantenservice zo inricht dat deze aansluit bij de hoge verwachtingen van klanten en servicemedewerkers de juiste handvatten geeft om klanten zo goed mogelijk te helpen. Deze moderne mogelijkheden zorgen uiteindelijk voor een consistente klantbeleving, productievere servicemedewerkers en meer tevreden klanten.
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