The perks of being a member
As a member of the E Source E-Channel Service, you’ll gain access to the support and resources you need to ensure your online presence can keep up with customers’ rising demands. With the service, you get:
- Guidance in the areas of website design, mobile apps, self service, text and chat, artificial intelligence, augmented or virtual reality, and more
- Access to our expert guidance and tactical advice for building an online presence that exceeds competitive pressures and drives customer self-service
- A better understanding of how your website and other online assets compare to best practices from inside and outside the industry
Unlimited questions to our experts
Our experts can provide tactical advice on building or updating your digital presence; we can show you how to operate in a digital-first manner to create results that are easy for customers to use and that increase customer satisfaction. Our expertise is in the value, case for, and “how to” of digital channels such as your website, mobile app or mobile-optimized site, chat, and chatbots.
Access to our library of research
Your online presence can significantly improve the efficiency of your operations. This service gives you access to in-depth customer market research, best-practice insights, and facilitated information-sharing sessions with your peers that will help you ensure that you’re giving your customers what they want and need.
Use of our exclusive e-channel-related tools
Our Utility Website Design Center hosts all of the past results from our website benchmark studies, including rankings and feature-by-feature analysis—all the resources you need to help you make your website the best it can be.
Inclusion in benchmark studies and other proprietary market research
You’ll have the opportunity to participate in our Review of North American Electric and Gas Company Websites, the industry standard for assessing website improvements as they relate to customers’ contact preferences. In our Digital Metrics Survey, we measure your customers’ use of digital contact channels for key journeys along with other digital activities like outage interactions, paperless billing, payments, and more.
Attend our free e-channel-focused events
Collaborate and interact with industry experts and your peers at topically relevant meetings as well as our annual E Source Forum. Recent topics include new contact channel technologies that are quickly becoming mainstream and how to increase paperless billing adoption rates.
What our customers are saying
Other resources we’ve used aren’t as comprehensive, so having a group that zeros in on the utility industry is very beneficial.
Jason Jevak
Manager of Online Strategy
Recommended membership bundles
We can help you put together the membership bundle that will help your team the most.
| If you want to … | Then you need … |
|---|---|
| Build a contact center strategy that meets your customers’ growing needs | E Source Customer Care Service |
| Use social channels to deflect inbound calls from your contact center | E Source Corporate Communications Service |
| Drive customer-centric culture across your organization | E Source Customer Experience Strategy Service |