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Utilities sector

Client-focused study case to encourage First Contact Resolution

Smart Contact Form

Meter reading

Guidance from a digital platform to the best solution

Anne browses the contact page of the website from her laptop to find customer service number 

Visual IVR

Pay a bill

Switch from call to digital platform

 

Anne makes a call to pay a bill

Digicall

Move in/out

Transfer the digital data collected to an advisor on the phone 

Anne starts a moving customer journey from the general website and wants to contact customer service by phone to finalise it

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