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The Importance of Digital Self-Service for Utilities in 2019 and Beyond

November, 2019

Wouldn’t it be strange if the expectations and needs of customers did not change with the times? True, some things will probably never change—customers will always want to feel that they are valued, treated fairly, and served efficiently.

What has changed, however, is exactly how those needs are met in the marketplace. Now, more than any other time in history, people are demanding self-service. Specifically, digital self-service.

Customers are asking for (and, really, expecting) digital self-service that is available 24/7 from any device, with an intuitive interface and a welcoming look and feel. Like it or not, any company that is not offering this minimum level experience to their customer is behind the times. Way behind the times.

Don’t just take our word for it, look at the data. Right now, if given the choice, 67% of customers would actually prefer self-service over talking to a real person. And, this is on a global playing field where, according to Deloitte, 88% of companies are currently making customer experience a top priority.

Findings from Accenture report that a typical utility could see $1-3 million in annual savings by adding self-service.

So, what do utility customers generally want to see most in self-service? They want to be able to pay their bills, see their usage, get alerts, and make reports. And, they want to be able to do this around the clock, 24/7.

Millions of customers around the world have found their utility digital self-service home in MyMeter®. With MyMeter®, customers find: Clear bill presentment, integrated payments, usage insights & benchmarking, bill pay & pay-as-you-go, outage & reporting, as well as program sign-up & tailored marketing.