Utilities and essential services
Customers are asking.
The Digital Experts platform connects customers directly to your service. One place for every question, answered instantly, anytime, from your approved knowledge.
Book a demoThe problem
Customers want answers. Not hold music.
- They ask when the bill lands, or when the power goes out.
- They don’t want to wait on hold for a simple answer.
- The answers exist. They’re just spread across fact sheets, policies and inboxes.
- So the call centre fills up, and the calls that need a person wait longer.
What it is
Introducing the Digital Experts platform. Your service’s knowledge, in one place.
When a customer asks a question, it’s answered instantly in your words, or they get the right next step. On your website, your app, your bills and your socials.
BillingAnswers are curated by your people, in your words.
Own the question.
One place for every question asked. Answered instantly, anytime. You own it. Imagine.
- Answer customers any time, instantly.
- Fewer calls about the simple things.
- Clear answers from your approved fact sheets and policies.
- Insights to see what customers need, and when.
- Always there, learning and improving.
Digital Experts, the new discovery channel.
Never
stands
still.
- A question becomes an action. The answer comes with the natural next step.
- Every question is a new insight. See what customers want to know, and need.
- You see the gaps. Fix them before the next bill run.
- Your teams perform better. Everyone works from the same knowledge.
Questions utilities ask us
Good questions. Straight answers.
- Where does it show up?
- Your website, your app, bills, outage updates and socials. Wherever customers already ask.
- What happens when it doesn’t know, or a question needs a person?
- It says so, and hands the question to the right team in Slack, Email or your CRM, with the details attached. Hardship, life support and complaints go straight to a person.
- Will it sound like a generic chatbot?
- No. Brand Studio sets the tone and the words, so it reads as part of your service. You choose how people meet it: one simple voice, areas of expertise or named characters.
- Does it stay within our approved wording?
- Yes. Answers are curated by your team, in your words, and it says so when it doesn’t know.
- How long does it take to launch?
- Not long. We build the knowledge with your team, shape the tone, then switch it on everywhere at once. From there it keeps itself current, checking your website every week and getting better each time your team approves a fix.
Getting started
Three steps. Up and running, fast.
- 01
Book a demo.
Thirty minutes, live, with questions from your own service.
- 02
We build it with your people.
From your website, your fact sheets and what your teams know.
- 03
Go live.
Answer customers in their own words, and see what they need.
The new discovery channel already exists, and it’s ready for you. Imagine the possibilities for your customers and your teams.