5 things customers want from their utility’s mobile app

In today’s rapidly digitizing world, utility companies are leveraging technology to provide their customers with enhanced experiences and convenience. One of the key tools in this endeavor is the utility mobile app, a platform that empowers customers to manage their services, monitor usage, and interact with the company efficiently. As customers become more tech-savvy and accustomed to seamless digital interactions, utility mobile apps are expected to deliver on several fronts. Here are five things customers want from their utility’s mobile app:

1. Ease of Use and Intuitive Design: Customers expect utility mobile apps to be user-friendly and intuitive. Navigating through the app should be straightforward, even for those who may not be tech experts. A clean and organized interface with well-labeled sections can significantly enhance the user experience. Customers value apps that enable them to access important information, pay bills, and control services with just a few taps.
2. Real-time Monitoring and Usage Insights: Utility mobile apps are sought after for their ability to provide customers with real-time insights into their energy, water, or other utility consumption. Customers want to track their usage patterns, compare them to previous months, and receive alerts or notifications when their usage exceeds certain thresholds. Such features empower users to make informed decisions about their consumption habits, potentially leading to conservation efforts and cost savings.
3. Convenient Bill Payment: One of the primary expectations from a utility mobile app is the ability to conveniently pay bills. Customers prefer apps that offer multiple payment options, such as credit/debit cards, digital wallets, and automatic payment setups. The app should also maintain a history of past payments for reference. A seamless and secure payment process adds immense value, saving customers time and reducing the likelihood of late payments.
4. Personalized Communication and Alerts: Tailored communication is highly valued by customers. They want utility mobile apps to send them relevant updates, such as outage notifications, maintenance schedules, and special offers. Apps that allow users to set their communication preferences, such as choosing the type and frequency of alerts, provide a sense of control and engagement. Personalized recommendations for energy efficiency measures or service optimizations also enhance the app’s value.
5. Quick Customer Support: A utility mobile app should serve as a bridge for effective customer support. Customers appreciate apps that enable them to quickly resolve issues or queries. Live chat or in-app messaging features can facilitate real-time communication with customer support representatives. Additionally, access to a comprehensive FAQ section or troubleshooting guides empowers users to troubleshoot minor problems independently, further improving their overall experience.

In conclusion, customers’ expectations from their utility’s mobile app revolve around convenience, information accessibility, and personalized interactions. An app that successfully combines these elements not only meets customers’ needs but also fosters a positive relationship between the utility company and its clientele. As technology continues to advance, utility companies will need to prioritize continuous app improvements to ensure they meet and exceed customer expectations in this digital age.