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WaterSide Chat: The Path to Better Service-- Arming Utility Staff and Customers with Automated Solutions

  • Tuesday, June 18, 2019
  • 12:00 PM - 1:00 PM

Providing the level of customer service that today's utility customers expect can be a daunting challenge. Due to advances in other industries, customers are now accustomed to 24/7 service and instant access to solutions wherever they are. With limited time and resources, how can utilities meet these new demands? This WaterSide Chat will focus on how transforming customers' experiences with automated solutions simultaneously alleviates demand on customer service staff while increasing customer satisfaction, thus helping pave the path to better service. In this presentation, we will hear from an experienced Director of a Texas utility on how automated solutions have empowered his customers to proactively take control of their water use and self-resolve issues online. Additionally, we will be joined by a Resolution Center Supervisor from an Illinois Utility who will discuss how her staff's efficiency and effectiveness have increased with the use of automated tools and given them the resources to best serve their customers. 


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