Content Guru in Utilities
Ideas that work
Here are just a few examples of Content Guru services that can add real value to your service offering:
LOSS™
Instant, automatic alerting when a loss of service or outage occurs. Contact customers affected by the loss immediately, so they know that you are taking action.
- Reduce the flood of calls to your contact centres
- Communicate via mobile text, automated voice calling, email and other channels
- Follow up with additional messages to keep customers informed
- Be proactive and sensitive to customers’ needs – reassure them that you are working to solve the problem
PEW™
Mobile early warning of planned works. Use SMS messaging to notify or remind customers of forthcoming work, and to alert them of emergencies.
- Ensure customers are prepared for potentially disruptive work
- Allow planned works to start promptly
- Rapid alerting of emergencies, such as floods, fire or chemical leaks
- Protect customer relationships by minimising disruption and inconvenience
ACT™
Automated appointment confirmation and reminder service. Cut the cost of no-shows and wasted visits to customer premises.
- Send immediate confirmation of appointments by text
- Send reminders shortly before the appointment is scheduled
- Increase productivity and reduce wastage
- Serve more customers
SHIELD™
Intelligent IVR call handling for contact centres. Reduce abandoned calls and improve the customer experience, getting them quickly to the services they need.
- Answer and process more calls
- Minimise the impact of peaks in call traffic
- Automate routine services
- Reduce the time agents spend dealing with minor requests
LOCK™
Automatic secure payment processing. Allow customers to pay by debit or credit card without giving details to an agent.
- Completely secure service, hosted away from your contact centre
- Builds customer confidence and encourages them to pay over the phone
- Frees agents to deal with more complex queries
- PCI/DSS compliant
SURE™
Automated identification and verification. Personalise automated greetings and conduct robust identity checks before connecting to an agent.
- Reduce costs by automating standard processes
- Provide an improved and more secure customer experience
- Reduce pressure on agents
- Integrates with payment systems to eliminate agent intervention