EPCOR Utilities Inc.

 Case Study

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EPCOR Utilities Inc.

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Meeting the Changing Customer Service Needs of Today’s Customer

EPCOR was observing a change in the preferences of their customer base, in terms of when and how customers expected to be able to access information and find answers to customer service questions.

EPCOR customers are embracing the web self-service option powered by IntelliResponse. Measureing over 60,000 customer questions in 11 months, EPCOR experianced:

>>   A Rise in CSAT Scores
>>   0.12% Unanswered Rate
>>   Fewer Calls to the Call Center