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The definition of good customer care is changing. In the past, good customer care was about ensuring CSRs were available in call center queues, ensuring they were courteous on the call and ensuring they quickly fulfilled the customer’s needs. Today, good customer care is about anticipating individual customer needs, giving them the information and tools needed to service themselves on their own time, not between the hours of 9 and 5. Today, good customer care is about self-management.
Kurteus has a suite of customer self-management applications that enable utilities to easily engage their customers, delivering best-in-class care at a lower cost than using CSRs for everyday service tasks.
Furthermore, the self-management applications are integrated with the Talkonomics Process, offered via voice (inbound and outbound) and web channels. They’re easily configured and deployed in treatment processes to ensure customer risk is well-managed. The Risk Response Treatment engine assesses customers in real time and offers the most pertinent applications based on likely needs.
Here’s some of our self-management applications:
Budget Billing Enrollment
Customers can easily enroll in budget billing programs.
Contact Preferences
Customers can set their preferred channel and preferred language for future communications.
Dispute Engagement
Customers can register a dispute without contacting the call center.
Register New Phone Number
Customers can change current telephone contact data or add new phone numbers.
Schedule a Move
Customers can schedule a move to ensure service resumes at the new address and is closed at the old address.
Negotiate Payment Arrangement
Customers can negotiate three types of payment arrangements that adhere to the utility and the regulators policies. Kurteus also manages the entire lifecycle of the arrangement, complete with reminder and thank you messaging.
Register Meter Reading
Customers can easily register meter readings.
Verify Meter Reading
Customers can easily verify billed meter readings vs actual meter readings.
Credit Card Payment
Customers can securely and easily make payements via credit card.
Online Payment
Customers can make online payments via VISA, Mastercard, American Express and debit.
Refund Payment
Customers can request refunds of previous payments.
