Nearly all of us have had this conversation with a call center agent from one service provider or another:
Customer: “I’m looking online and I see this note on my account. I don’t understand it.”
Agent: “I’m sorry about the confusion. Can you please read the note to me?”
Customer: “It’s really long. Can’t you see it?”
The answer too often is “no” because customer service computer systems show account information from the inside out – not from a consumer perspective.
Customer care agents at TXU Energy don’t face that limitation. With the power of smart meters and the TXU Energy MyEnergy Dashboard, representatives at TXU Energy can see what customers see. That improves communication and ensures TXU Energy can help consumers understand their accounts and consumption. It also drives customer satisfaction.
“Any time two people are trying to communicate, it helps to have the same point of reference,” said Jeff Camp, vice president of contact center operations. “We have taken great steps in that direction for our customers over the years, and new functionality being added next year will take our efforts to the next level.”
Soon, TXU Energy customer care agents will be able to help customers dig even deeper for potential savings.
TXU Energy recently entered into an agreement with Bidgely, a utility intelligence and consumer insight company, to deliver even more specific information about the health and electricity consumption of various household and business systems. With Bidgely’s analytics and integrated platform, TXU Energy customers will get even greater insight into how individual appliances and systems are working – and TXU Energy service agents will see the same information so they can be of even more help to those customers.