Utilities & Energy | Customer Experience Outsourcing

What Customers Expect from Utilities & Energy Brands

RUI provides enterprises unmatched CX expertise, actionable insights, and tailored customer support services to match your needs and goals.

Frictionless Customer Support

As utilities and energy options increase, delivering a high-quality customer experience is key to keeping up with your competition.

A Modern, Digital Experience

Long response times and limited options to pay are quickly fading into the past. Today, a digital customer experience strategy is essential when it comes to billing and services, whether your customers pay digitally or by mail.

Open, Transparent Communication

With customers focusing on environmental awareness, companies are expected to provide transparency and actively inform conscious energy decisions.

Our Proven Customer Outsourcing Solutions Help You Focus on Creating Success

We know that meeting customer demands while running your company can be challenging. That’s why we’re here to empower your team with unmatched expertise and support.

24/7, omnichannel support to address complex issues such as disaster recovery
Custom CX solutions tailored to your company’s needs
Consumer and commercial support, including back office services
Long-term customer retention strategy to improve brand loyalty

Customer service representative helping client

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Why Utilities & Energy Companies Trust RUI for Best-in-Class Customer Experience

“Working with RUI has allowed us to see the full picture of our customer base, enabling us to make better decisions regarding our services. We have developed a great partnership and they have become an integral part of our operations."

-VP of Contact Center Operations

Results that Improve Your Customer's Experience and Increase Retention Rates

On average, our clients experience these results:

32%

NPS improvement

41%

reduction in ASA (Average Speed to Answer)

42%

average reduction in abandon rate

39%

increase quality scores

Best-In-Class BPO for Customer Loyalty and Retention Services

At RUI, we understand how important the customer relationship is. Since 1996, we’ve empowered teams just like yours with the best people, processes, and strategies designed to enhance the customer experience and promote brand loyalty. Our clients have stayed with us over the decades, trusting our team to handle millions of customer interactions every month.

Over 25+ Years Experience

PCIS-DSS and SOC II Compliant

Training, Technology, and Processes

Each customer service agent receives rigorous training and 1-on-1 attention so they understand your brand, processes, platforms, and values. We are compatible with 100+ support platforms. We take pride in adapting to our client’s tech stack, no matter what platforms you use.

Training

At RUI, we have an extensive curriculum and learning management system, as well as a rigorous training program to help your agents reach their full potential.

Technology

Our agents are trained in 100+ platforms, including the following tools and technologies:

NICE CXone
Freshdesk
Zendesk
Slack
HubSpot
Facebook Messenger
Instagram
Salesforce
StellaConnect
RingCentral
+Your tech stack

Processes & Strategies

Analytics & Insights
Automation & AI
Loyalty Programs & Strategy
Rules & Processes
Human-centered Design
Best Practice Adoption
Risk-based Controls

Resources for Utilities & Energy CX

Customer service agent answering hotline

Utilities & Energy: Customer Experience Outsourcing