Actively Engage with Energy Utility Customers to Build Loyalty and Drive Retention

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1 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

2 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. 2

3 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. 3

4 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. 4

5 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. 5

6 KAMPYLE ( ) Copyright Kampyle Ltd All rights reserved. This presentation is confidential and remains the property of Kampyle Feedback and Customer Engagement Solutions. Unauthorized use, copying distrbution or disclosureof the included information is strictly prohibited Rev-1