July 11, 2019

How mobile apps can transform your customer experience

It’s no secret that customer experience matters—especially in the utility industry. More than half of utility customers would leave their current company if they were offered another choice. Yet, when customers ARE satisfied, they’re 2x more likely to stay, according to Chartwell. This goes to show just how important customer experience is. In fact, an improved experience can grow revenue by 5-10% over a span of three years, according to McKinsey & Company.

If you’re looking for a boost in your customer experience, we have the answer: a mobile app for your utility. 

Mobile apps are a simple solution that can lead to major customer experience benefits. Take it from 65% of utilities that say mobile technology will be the most influential customer experience trend over the next 10 years, according to Chartwell.

Let’s dive into how a mobile app can help transform your customer experience:

1. Improved speed and a stable connection

Mobile apps are fast and reliable—two important factors that enhance the customer experience. Apps are even known to be faster than mobile websites because they typically store data locally on mobile devices, rather than web servers like websites. Due to this, data retrieval happens quicker in mobile apps and users are able to access basic content while offline.

2. More Personalization

Personalization has been shown to improve the customer experience by as much as 55%, according to Smarter HQ. With a mobile app, it’s easy to deliver personalized messages to your customers. App users can opt-in to tailored information about their account, as well as receive real-time push notifications about power outages they’re affected by.

3. Convenience and self-service 

Convenience plays a vital role in providing an excellent customer experience. More than 60% of consumers prefer an automated self-service, such as a mobile app, for simple customer service tasks, according to American Express. Plus, providing a self-service map on your app can reduce call volume by up to 15% during an outage, according to E Source.

To transform your utility’s customer experience, a mobile app is a must. Learn how Southern Maryland Electric Cooperative (SMECO) improved its customer satisfaction after launching KUBRA iMobile in our recent case study.