Communication between companies and end users in the Utility sector includes all the procedures for designing, developing and distributing content in a two-way fashion through both data points distributed across the network and touchpoints organized by the company along the entire customer journey.
End-user interactions with data points enable control mobile numbers and monitoring of network equipment, performance measurement, and real-time provision of information to control centers.
Touchpoints collectively shape the customer experience. At each of them, the company's communication must be clear, complete, and immediately understandable, to allow for fluid interactions and the ability to fully enjoy the service offered .
In particular, the customer journey includes key touchpoints such as onboarding (account creation and service selection), service activation (installation and guarantee of operational services), billing and payment (actions such as receiving invoices, making payments, proceeding with any renewals), customer service (requests and problem resolution through various channels), outage notifications (updates during service interruptions), consumption insights (personalized information to increase efficiency), digital platforms (apps and websites to enhance self-service and enrich knowledge), regulatory changes (communication of changes