A customer of a public utility company, such as water, electricity, or gas providers, experiences a complex journey that goes beyond a simple transaction. From the first contact with the company to problem resolution and payment management, every interaction point influences their level of satisfaction and perception of the service. Factors such as the availability of service channels, response speed, and clarity of information directly impact the user experience.
Understanding this journey is key to improving customer satisfaction and ensuring operational efficiency, allowing companies to anticipate needs, reduce friction, and strengthen relationships with their users. Here, we will explore the Customer Journey Map (CJM) of a typical user in a public utilities company, identifying critical moments and the most common challenges. We will also analyze how advanced technological solutions, such as Sagicc, can optimize each stage of the process through automation, omnichannel capabilities, and more personalized and efficient customer service.
1. Exploration Stage: The initial search
The customer begins their journey by looking for information about available services. This may be someone who has just moved or someone who needs to change providers. At this stage, they explore options online, compare prices, and read reviews about other users’ experiences. Therefore, clarity and accessibility of service information are essential. However, the lack of clear data or difficulty understanding rates and requirements can lead to frustration.
2. Contracting Stage: Formalizing the service
At this stage, the customer decides to contract the service. During this process, all required documents are submitted, and the customer waits for service activation. Many of these processes present the greatest obstacles, causing delays and errors. As a result, many customers feel confused at this point due to a lack of clarity about the steps to follow or the status of their request.
3. Usage Stage: The customer’s daily experience
Once the service is activated, the customer interacts with the company frequently. This includes actions such as checking their balance, making monthly payments, or reporting technical issues. Many service channels do not guide the customer properly through their service journey, making access to information more difficult than it should be.
4. Resolution Stage: Solving issues
When problems arise, such as service outages or administrative issues, the customer seeks a fast and effective resolution. However, a lack of communication about case progress or the need to repeat information when being transferred between agents can generate frustration.
5. Loyalty Stage: Retaining the customer
Once problems are resolved, the relationship with the customer enters a consolidation stage. Companies aim to strengthen this relationship through loyalty programs, continuous feedback, and the offer of additional services. However, the lack of personalization in these strategies can limit their effectiveness.
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Tools like Sagicc allow public utility companies to automate information delivery through intelligent bots on channels such as WhatsApp and social media, ensuring immediate and accurate responses. In addition, the platform provides an omnichannel experience that maintains continuity in communication, regardless of the channel chosen by the customer.
Sagicc automatically assigns tickets to agents or bots with defined resolution deadlines. It also centralizes all customer information, eliminating unnecessary data repetition. Automated post-service surveys help measure satisfaction and implement continuous service improvements.
The Customer Journey Map in a public utilities company spans from initial exploration to customer loyalty. Each stage represents an opportunity to improve the customer experience and strengthen the relationship.
Sagicc facilitates this journey by providing automation, centralization, and traceability tools that transform every interaction into a positive experience. By adopting advanced technological solutions, public utility companies not only increase customer satisfaction but also optimize their operations to ensure a sustainable and efficient future.
If you want to learn more about Sagicc and its omnichannel capabilities, click here.