Guides - New Digital Marketing Strategies in the Utility Sector

[nrumohammadx1]

The main steps of the digital onboarding process
While the “typical” digital onboarding process can vary greatly, we know that it still most often occurs through three steps.

1. User registration request
Very often, it is the newly acquired customers who start the onboarding germany whatsapp resource process. Typically, users can access the services organized by the utilities directly through their website, by filling out an online form or by booking to speak by phone with a sales or customer care operator.

2. Contact from the company
Filling out a form is always followed by a communication from the organization (the filling out of a form by a customer is a very frequent occurrence, since the location of the home and other details relating to the infrastructure may be necessary to proceed with the subsequent commercial proposal). These interactions (phone calls, emails, exchanges on the website chat or on a social network, app, etc.) are intended to establish initial contact and are used to check the information provided by the user and possibly the payment methods. Currently, the entire step – or a large part of it – takes place through digital channels.

3. Registration on the customer service portal or platform
Most utilities have now enabled self-service portals or apps to offer their customers a digital path both when they request assistance and when they proceed to payment (on the company side, new digital tools allow to speed up and enhance the billing process ). The registration phase on the platform is therefore crucial: if the digital onboarding operations are not carried out correctly, the possibility of offering a positive customer experience could be compromised, perhaps permanently, negatively impacting the entire customer life cycle.