Account Service
Energy & Utilities
Overview
Deflect high volume customer requests to a digital self-service experience while speeding up service simultaneously. Trigger this experience through a weblink sent via email, SMS, or QR code, an IVR system (e.g., Genesys, Five9), system of record (CRM), or through an existing mobile app.
Providing self-service allows you to lower overall cost to serve and eliminate agent handling time.
In this experience, look for:
- Opt in to SMS messaging to receive appointment confirmation, reminders, and more
- Reflexive form fields (dynamically adjust questions based on user responses)
- Data validation with core systems for customer information
- Data validation of new addresses to receive service
- CSAT survey
How it works
Multi-entry triggers
Integrate with IVR systems
Integrate with field service management systems
Digitally capture information
Personalized views based on service type selected
Pre-fill inputs based on system data
Send real-time updates back to systems
SMS confirmation
Airkit template used
Featured resources
contact center
Airkit for Digital Deflection
Automate your call center and manage call volumes with self-service digital journeys for common requests.
Case Studies
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eBooks & Guides
Best Practices for Customer Retention and Growth
A playbook for accelerating renewals, increasing up-sell/cross-sell, preventing churn, and winning back lost customers.