Avoid customer service outages with high-quality customer service that can meet your seasonal demand
Access to utilities services and support is absolutely paramount. Support needs over winter may be busier than the summer, for example, so you need to be able to accommodate fluctuating demand without committing to daunting capacity overheads. Odondo can deliver a customer service solution, either wholly outsourced or working alongside your existing team, to account for your scaling demand through our high-quality distributed network of agents.
The issues that are associated with utilities can range from slightly inconvenient to fatally dangerous. And so, your customers need to trust that you’ve got them covered even when you’re at your busiest. Access to our agents is entirely scalable, meaning if you need more agents you’ve got them. It’s as easy as that!
Cost-optimisation & efficiency:
With a pay-as-you-use model like ours, you’re free of massive overheads and long-term commitments. Simply scale your function up or down to match demand. There’s no need for lengthy recruitment, or extensive equipment ordering — we’ve got you covered, from problem to resolution.
Access to understanding, high-quality agents:
Outsourcing is often equated with lower quality agents — not in our case. Our distributed approach to agents lets us curate a network of high-quality agents that operate 24/7 to deliver practical solutions to your customers’ every problem. We don’t compromise on quality so your customers don’t have to either.
Build trusting relationships:
The kinds of queries we come across in the utilities industry range from mildly inconvenient to life threatening. That’s why we select agents who can become an extension of your brand, generate trust in your customers, and conduct themselves in an informed, understanding and supportive way across any customer service channel.
Changing personal information
People move, their circumstances change, their requirements fluctuate. Despite access to self-help tools, customers will still call or email, taking up a lot of your time. And while it’s important, it shouldn't distract your attention. With Odondo you gain access to cost-effective agents that can handle basic queries like these in a seamless and timely fashion.
When making utilities payments your customers want to have this done quickly and safely. At Odondo, we select agents that slot into your company branding — meaning they are trained to handle all transactional queries in an informative and supportive way — so your customers feel respected and heard.
Drive exceptional customer service with omnichannel access.
We’re all different, and so are our preferred methods of communication. The businesses that provide the best customer experience possible will account for this when planning their customer service strategy. With Odondo, you can select the channels you want to include and crucially, you only pay for what you use. This means high customer satisfaction and no wasted spend on channels that your customers don’t want.
Phone support still remains one of the most popular channels for customer service. That’s why our agents are specially trained to emulate your brand tone and deliver high-quality service on the phone (as well as many other channels).
Quick snappy customer service is also highly desirable, and a live chat feature can help deliver this. For all simple queries, offer your customers quicker resolution times through a live chat function with Odondo.
Lengthy requests are common in utilities, and best served through email. Our distributed network of agents allows us access to a higher quality talent pool — ensuring those we select are best-placed to represent your brand.
Increasingly, social media is emerging as the channel of choice for customers. Your customers will leverage their socials to hasten resolution time, so you need to be able to engage with them on whatever platform. Enter Odondo.
Your website is your brand identity, but also the home of social testimony. If you leave reviews unreplied it won’t inspire trust in potential customers. Our agents can respond and resolve review queries to protect and support your brand.