Kampyle for Utilities Industry
Actively Engage with Energy
Utility Customers to Build
Loyalty and Drive Retention
Layer qualitative data on analytics to better understand and
address customer needs and boost profitability
Key Benefits
Increase acquisitions by eliminating unknown
issues
Generate leads and retarget prospects
Head off abandonment with instant redirect
Keep customers satisfied and loyal
Leverage consumer insights to increase return
on service investment
Industry Trends and
Challenges
Energy utilities have undergone a
huge transformation in recent years as
deregulation has introduced competitors
into the market. With little to differentiate
their products, smart energy companies
are competing to be most responsive to
customers and prospects. Excellent service
and a positive user experience are highly
effective drivers of customer acquisition,
satisfaction and retention.
In this market, a strong online presence
is a key advantage, with websites
representing the frontline of customer
engagement and recruitment. Customers
not only search for service information
online, but generally register for services
via websites without any interaction
with live sales representatives. Ensuring
that websites are optimized to engage
and convert new users is a critical
growth enabler. Similarly, engaging
existing customers in open dialogue, and
immediately and effectively responding
to questions and concerns are essential
drivers of customer satisfaction and
loyalty.
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In the highly competitive
energy market, Kampyle
helps utilities drive
customer acquisition,
retention and revenue
growth by strengthening
engagement and
generating actionable,
data-driven insights
into customer needs and
wants.
Kampyle Solution for Energy
Utilities
Kampyle enables energy utilities to
achieve their online business objectives
by enhancing customer engagement and
increasing acquisition and retention. The
unique Kampyle feedback engagement
solution helps drive revenue growth and
customer retention by ensuring that timesensitive feedback is accurately prioritized
and addressed, and by generating
actionable, data-driven insights into
customer needs and wants.
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Increase Acquisitions by Eliminating
Unknown Issues
The key to increasing acquisitions
is to understand where visitors are
experiencing issues in your acquisition
funnels and to rectify the problems, fast.
Kampyle empowers energy companies to
uncover unknown issues in their online
and in-store processes and act quickly,
based on real information, to address
them.
Kampyle’s feedback engagement solution
allows visitors to tell you just what they
experience at the moment they encounter
a problem. They can indicate a category
for their feedback or just write what they
want. Why rely on guesswork to discover
what underlies funnel leakage, when
Kampyle lets visitors tell you just what
happened so you can fix it quickly and
completely!
Generate Leads and Retarget
Prospects
Kampyle’s active response solution can
engage potential subscribers in real time,
as they abandon the sign up or servicing
processes, and convert them back into
leads. Capture key insights into why
they are leaving, and provide additional
information to help them understand
how they can benefit from the newly
competitive energy provider landscape.
For high-value customers, offer a chat
or voice call to guide them through the
registration process. Invite them to
subscribe to a newsletter and capture
leads for later retargeting.
Head Off Abandonment with Instant
Redirect
Once a visitor reaches the sign-up funnels,
you want to do everything possible, in real
time, to ensure that they complete the
process. Kampyle lets you detect when
a visitor is abandoning a purchase or
registration process and reacts instantly to
keep them in the funnel.
Kampyle feedback engagement rules
trigger real-time assistance for visitors
based on the specific content of their
feedback. For instance, it redirects
visitors who indicate that they’re missing
information to the data they need to
successfully complete their task, or sends
them to the relevant page for the service
they want.
If their activities or further feedback
indicate that they need additional help,
they may be offered a chat or voice call
with a sales agent who can help complete
the subscription. Kampyle gives energy
companies the flexibility to build and
modify engagement rules that address
the issues visitors encounter, create a
positive customer experience, and boost
conversions.
Keep Customers Satisfied and Loyal
In today’s hyper-competitive energy market,
you need to be sure to keep your customers
satisfied. Use Kampyle to increase customer
retention rates by tracking and addressing
trends, and responding to immediate
concerns and inquiries. Kampyle also
supports popular loyalty metric initiatives
such as NPS and CES.
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Net Promoter Score (NPS)
Collect NPS ratings during any point
of your customers’ online journey and
incorporate follow-up questions to identify
precise improvements that convert
Detractors into Promoters—or vice versa.
Intelligently prioritize and route issues
to designated teams for follow-up and
remediation using flexible engagement
rules.
Customer Effort Score (CES)
Pinpoint causes of high effort and turn
them into actionable information that
generates measureable returns for your
CES programs. Kampyle can also directly
target and reduce high effort activities
by pointing customers to the right site
content based on the indicated feedback
category.
Leverage Consumer Insights to
Increase Return on Customer Service
Despite steady downward pressure on
prices, energy utilities must provide
customer service that measures up
to or exceeds competitors’ and builds
customer loyalty. Kampyle enables service
organizations to assess the impact of
their online service funnels on the user
experience and on customer retention.
Leverage customer feedback to identify
key issues that influence satisfaction and
address profitability challenges based on
real insight about likely impacts.
About Kampyle
Kampyle customer experience management (CEM) solutions help
enterprises strengthen bottom-line results by placing the customer at the
very heart of all business activity. Data-driven Kampyle solutions allow
stakeholders to understand their customers, engage them effectively,
and act in real time to optimize customer acquisition and retention, and
business performance. Kampyle has enabled over 65,000 companies
in 192 countries worldwide to engage with hundreds of millions of
customers in over 60 languages.
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[email protected]
+1 855 KAMPYLE (+1 855 526 7953)
www.kampyle.com
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