Customer service has always been the foundation of a strong business. Good customer service leads to positive online reviews, better account retention, and more referrals. Customers who regularly receive good customer service are also more likely to understand when there are the rare but inevitable delays or issues on their account.
While the best customer service requires a personal touch, you can enhance your service and empower your account representatives with SmartConnect® and your ADD Energy E3® data. The admin dashboard of your SmartConnect portal can open up communications and services, giving your Customer Service Reps (CSRs) more tools to help your customers.
Data at Hand
By giving your CSR access to view the customer’s account as the customer sees it, the rep can walk an account holder through the steps to make a payment, update their information, look at service and delivery histories, or enroll in price protection, budget plans, and service agreements. This is especially helpful for older customers who may be homebound or nervous about completing online transactions.
With the ADD Energy E3 data at their fingertips, your CSRs can also answer customer questions more easily, so when Mr. Smith wants to know when he last had a tune-up or Ms. Jones is worried about her next delivery, the CSR can access the answers without disturbing the dispatch or service teams. This extra level of service leaves your customers so happy that they tell their friends and family about all the “lovely people” who answer your phones.
Remote Service = Great Service
In a world where on-site service calls can still be a health risk, many heating companies have implemented Remote Service Calls through which customers can request service and schedule a video call with your technician. When your Remote Service Call System is integrated with your ADD Energy E3 data, the technician gets a report of the home’s service history along with the call request. Armed with a full readout of previous issues, service calls, and repairs, your tech can better determine the cause of the current problem. In some cases, the issue can be corrected during the call. When on-site service is needed, your technician arrives having already completed the troubleshooting and with the proper replacement parts on hand. This reduces the time needed for the repair and return trips. And where your older, analog customers are telling a small circle of friends about your exceptional service, digital customers enjoying the benefits of successful remote services will be posting their reviews on social media and other referral sites.
Your data is also your ace in the hole when it comes to building loyalty and increasing sales. Of course, these two ideas go hand in hand: existing customers are more likely to buy your products and try new services. When you offer homeowners the products and services they need to reduce energy use, increase comfort or save money, they become even more loyal. Your data helps target your customer communications with account-specific messages and promotions. Are they a long-term customer with a budget plan and service agreement plodding along with an inefficient 20-year-old furnace? Let them know about financing options and the savings they’d see with a new unit. Maybe you have a loyal will-call customer who has needed a few emergency deliveries – especially now that he’s working from home and his kids are getting remote schooling. This family needs to be reminded about your free automatic delivery and budget plans.
A fully integrated portal does more than allow your customers to pay bills online. It can empower your staff to offer more services and make your marketing more responsive to your customers’ needs.
PriMedia, SmartConnect, & ADD Energy E3
PriMedia has been developing custom platforms for nearly a decade, and ADD’s SmartConnect product has been enabling the creation of real-time portals seamlessly connected to ADD Energy E3. PriMediaworks with both multi-state retailers with several hundred thousand accounts as well as independent dealers with a few thousand. Our developers are continually enhancing the functionality or creating new systems, all geared to making your business grow.