Many utilities today are looking to better serve their LMI customers with expanded programs and initiatives, but this customer segment can be more challenging to reach than others. They prefer to engage in high-cost channels such as the call center rather than online, and can even disengage altogether if they have bad experiences with their utility––leading to more late payments and accounts in arrears.
The more programs a utility has, the more confusing and frustrating it can be for a customer–especially if they are only found on generic lists and have a wide range of eligibility requirements. And once an LMI customer does select a program, manual and tedious application processes can make them discouraged and even drop out.
With over 30% of repeat calls to a utilities contact center LMI customers seeking help in understanding their energy usage or paying their bill, it’s critical for utilities to serve up the right offer to these customers––in the call center and in other channels.
By implementing modern utility personalization solutions, utilities can benefit from offering better recommendations for every customer, providing higher LMI initiative enrollment, and ultimately, helping LMI customers stay warmer/cooler, safer, and more satisfied.
And, the good news is, that these solutions can be implemented quickly (in weeks, not years) with minimal IT resources, and integrated with utility core systems such as CIS, call center solutions, IVRs, and more.
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