Prices are fluctuating as much as service performance. And whenever customers are presented with more options, exceptional customer service stands out. Many customers prefer a utility company that provides a more satisfying customer experience over one whose similar offer is less expensive. In effect, they are willing to “pay a premium” for better service. And it almost goes without saying… you never get a second chance to make a first impression. All it takes is one bad customer service experience, and you could lose a customer forever. In fact, 61% of customers say they’d switch to a competitor after one bad experience.
CleanChoice Energy, a cleantech company, wanted to move away from an existing CX partnership that wasn’t bringing the expected sales opportunities, strategic thinking, or effort required of a fast-growing energy provider. They looked to Ubiquity as a challenger to help identify, develop, and drive efficiencies and increase sales KPIs.
After deep dives with CleanChoice field agents, Ubiquity revamped the sales strategy and talking points, increasing conversions nearly 5% in the first month. Ubiquity auditors also resolved a process issue that was creating bottlenecks in the queue, especially during peak volumes. This led to a 30% reduction in Average Handle Time (AHT) and a 35% overall conversion rate, which allowed CleanChoice to double the size of the sales force within three months.
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