By implementing web chat, utilities can provide an additional contact channel for their customers to receive instant service and improve the customer experience. Learn where and how to start.


Contributing Authors

Senior consultant, Management Consulting

Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping...

Senior analyst, Customer Engagement Solutions

Lisa Schulte helps utilities improve their customer experience, customer care operations, and digital experiences with customer data and feedback...