A website and mobile app are critical tools for utility customers, providing them with access to important information about their energy, water, or other utility services. As more people turn to the web and various devices for information about their services, utilities need to offer innovative, user-friendly, informative, and functional digital experiences. In this blog post, we will discuss the top website and mobile app features and functionalities that are important for utility consumers.
- Billing and Payments
One of the most important features for consumers is the ability to view and pay their bills online. A utility website and mobile app should provide easy access to billing information, including past bills, due dates, and payment history. Customers should be able to view and pay their bills without calling the utility or visiting a physical location.
- Energy Usage
Many utilities now offer customers access to their energy usage information online. This information can help customers understand their energy usage patterns through graphs, charts, and data comparisons and help them make informed decisions about conserving energy.
When power outages occur, customers want to know what is happening and when service will be restored. Customers should also be able to report outages, and utilities should provide customers real-time information about outages, including updates on the cause and estimated restoration times.
- Service Requests
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Customers should be able to request service, report problems, and ask questions. A website or mobile app should have a section for service requests, which includes an easy-to-use form for submitting requests and the ability to chat live with a representative via chat, text, and phone. Customers should receive prompt responses to their requests and be able to track the status of them.
- Energy Efficiency
Many utilities promote energy efficiency and encourage customers to reduce their energy usage. A utility website and mobile app should provide customers with information and resources to help them reduce their energy usage, including tips and interactive guides.
- Customer Self-Service
Customers want to be able to manage their accounts and access information quickly and easily. A utility should provide customers with a self-service portal where they can update their information, change their service, and access other important account information.
- Mobile Compatibility
As more people use their smartphones and mobile devices to access the web, utility websites must be mobile-friendly in case customers do not have mobile apps.
In summary, utilities should provide customers with a range of features and functionality that make it easy for them to manage their accounts and access important information about their services digitally. From billing and payment information to energy efficiency tips and customer self-service, utilities can improve the customer experience and build stronger customer relationships by understanding the overall customer journey and investing in the right technologies.
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