Supercharge
Energy & Utilities CX
Streamline CX & empower customers with instant support and sustainable solutions.
1000+ Enterprises Trust Kapture
Accolades in Customer experience software category
High-fives From Industry Experts
Time and again, Kapture’s customer experience platform has been rated as a high performer on G2 and one of the most loved CX platforms on Gartner Peer Insights based on customer reviews.
The Missing Spark
Energy & Utilities CX Challenges
Energy & Utility Customers Struggle With:
Complicated Onboarding Processes
Customers struggle to navigate complex, lengthy onboarding processes.
Long Call Waiting Times
High call volumes make customers wait too long, leading to frustration.
Complex Billing Structures
Customers struggle to decipher cryptic charges and usage breakdowns.
Outages & Delayed Resumptions
Customers are often left in the dark due to service disruptions, unaware of causes or resumption timelines.
Unintuitive Account Management
E&U enterprises often lack user-friendly tools and interfaces for customers to manage their plans, billing & usage.
We’ve got more to show you.
Light the Way to Customer Satisfaction
Serve customers better with Kapture support automation
Here’s how you can alleviate the short circuits plaguing your customers:
Ease Onboarding
Implement a consistent, user-friendly Omnichannel Experience with dynamic forms & intelligent prompts.
Optimize Call Distribution
Employ Smart Routing to assign calls to agents based on skillsets and availability.
Simplify Billing & Usage Tracking
Empower customers to understand & review billing structures with Dynamic FAQs & Knowledge Base Chatbots.
Mobilize Proactive Service
Dispatch your force of field technicians to fix outages even before they’re reported with Frontline. Delight customers with proactive repairs & maintenance.
Offer User-Friendly Account Management
Make account management a breeze with Self-Serve and Conversational Chatbots, allowing customers to view & change plans, pay bills, and track usage.
The Kapture Advantage
Streamline Customer Onboarding & Enrolment
No more leakages during enrolment!
Kapture’s user-friendly flow and deep integrations ensure instant, seamless customer onboarding!
Integrations
Connect Seamlessly to the Tools Your Teams Use Daily
1000+ custom-built, vertical-focused integrations for enterprises with dedicated customer support and the fastest go-live in the industry.
Boost productivity & reduce costs
Vertically-trained LLMs power Kapture’s Voice Bot & Self-Serve help answer Top 100 E&U queries with ease!
Deflect 90% of your tickets, and save up to 40% of your overhead costs!
Streamline Customer Service
From Chaos to Convenience
Energy and utility companies face customer anxieties as they impact customers’ quality of life. Serve customers better with Kapture support automation.
Deviate calls with AI
Allow IVR and AI-based automation to respond to repetitive queries and free up customer representatives for more complex queries.
Offer proactive solutions
Shift from reactive to proactive support using data analytics to foresee issues, like notifying customers when consumption exceeds the ordinary limits.
Unify data
Gather data in a central location to glean insights for decision making. Learn what customers respond well to and make data-based decisions.
Automate repetitive tasks
Use artificial intelligence to automate resolutions and escalations for known and repetitive customer service tasks.
Stay globally available
Offer multilingual customer support to personalize service for each geography. Use AI-based chatbots to stay available 24×7.
Diversify self-service
Lend diverse self-service options such as personalized FAQs, conversational bots and menu-based chatbots to serve customers.
Optimize metrics
Improve customer support metrics (AHT, FCR, CSAT, NPS) as you implement support automation that helps agents, customers and your business.
Run analytics
Use collected data to find key insights about your services, products, customers and agents.
Generate key reports
Use 1,000+ reporting templates to visualize and crunch data into trends. Prove ROI, spot gaps, show growth and find patterns.
Gather feedback
Solicit customer feedback at every step of the energy customer service journey to make customer-led innovation a reality.
Streamline Customer Service
CX Transformation for a Leading American Oil & Gas Conglomerate
Our client approached us plagued by poor CSAT scores, and an inability to solve their customers’ complaints in the first attempt. With a swift implementation of our Service Cloud product, we were able to boost their contact center metrics (CCMs) by ~50% each, within 3 months!
Impact on Kapture’s Top 100 Clientele
Empower your business to achieve outstanding results alongside our Top 100 clientele. We’ve helped them achieve significant improvements across key metrics, such as CLV, ART, and Agent Productivity.
Join them, and supercharge your CX today.
FAQs
Frequently Asked Questions
Energy and utility enterprises face stringent regulatory requirements, struggle to offer customer care through new-age digital channels, face rising customer expectations and find themselves unable to stay on top of a deluge of tickets and tasks. Kapture support automation tailored for Energy & Utilities addresses each of these concerns using security protocols for compliance, omnichannel support, and automation for quick and efficient customer care.
The digitization of support for modern energy enterprises has led to new features, such as the use of OpenAI to generate response recommendations for agents which they can edit before sending to customers. AI/ML/NLP use cases across customer support journeys maintain high efficiency with low human resource utilization through dynamic self-service. AI and ML help personalize the support experience by maintaining context and offering intelligent support. Finally, support automation tools such as Kapture allow energy and utility enterprises to offer omnichannel support by integrating various customer touchpoints.
Consider that a customer calls support to complain that their bill is too high. Without contextual and intelligent support, the customer gets generic advice about checking their usage analysis and bringing down their bill in the next cycle or is recommended your most popular plan. Neither of these solutions works for them. The customer hangs up in frustration. With contextual and intelligent service, your agent gets insights about the customer’s current situation, recommends personalized solutions or offers an extended payment plan if they are a priority customer. Contextual and intelligent service boosts customer satisfaction.
Kapture personalizes self-service, which means every customer sees a different set of FAQs based on their profile, history and other data. Kapture offers conversational chatbots and menu-based bots to reduce ticket volume by answering questions with AI. Kapture also automates responses to repetitive queries or the handling of simple tasks. It consolidates customer information to provide context to agents so they can swiftly resolve queries. Finally, Kapture enables omnichannel support so that customers can reach support from their channel of choice while agents see a unified view of each customer.
Kapture’s implementation cost takes into account the complexity and scale of your support organization. We also offer last-mile customizations so that Kapture readily fits your support requirements. So, our implementation managers undertake an analysis of your support needs before giving you a cost estimate. Kapture customers realize ROI from their investment quickly as Kapture shortens time to value.
Kapture offers the fastest go-live in the industry. We offer last-mile customizations on top of an already tailored-for-energy enterprise platform. Our dedicated implementation managers assess the complexity, scale and needs of your support organization before suggesting a timeline estimate.
