How a German Utility Company Improved Customer Experience Using Social Listening
Social media has changed the way companies interact with their customers in all industries and the utilities industry is no different. From fielding enquiries about online energy billing to providing up to the minute updates on service disruptions, social media has brought utilities companies into much closer contact with their customers. The volume and speed at which communications must take place has inevitably increased but companies now also have access to a giant stockpile of social data that they can analyse to get deeper insights into customer behaviour. This case study is a collaboration between Talkwalker and our partner Radiosphere and looks at how a major German public utility company or Stadtwerke uses social listening in their day to day operations to improve customer loyalty. Using social analytics, the utility company was able to improve crisis communications, reduce customer churn and develop a comprehensive social customer service command center, all of which led to tangible financial gain for the company. Download the case study to discover how this major German utilities company used Talkwalker to: • Communicate effectively with their customers during a city-wide power cut • Improve inter-departmental communication and resolve customer problems faster • Reduce customer churn and save close to 200,000 Euros of revenue • Develop a 24/7 social customer service command center to handle all customer enquiries
