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Digital Self-Service

Enhance digital channels for every customer. Digital Self-Service provides research, advisory services, and consulting support to design, implement, and improve digital self-service channels—helping utilities benchmark websites and mobile apps, capture customer insights, and apply findings to operations to drive adoption and enhance the customer experience.


 

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Benchmark digital performance

Identify how your self-service tools perform across accessibility, usability, and functionality. We combine benchmarking through the Website Benchmark, Mobile App Scan, and IVR Industry Scan with tools like the Utility Website Design Center, Digital Metrics studies, and Ask E custom research to deliver personalized dashboards with actionable recommendations for both public and secure websites.

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Drive adoption

Turn findings into better customer experiences. We guide utilities in designing and refining websites, mobile apps, chatbots, IVR, and text messaging to enhance usability, accessibility, and equity, helping teams address adoption challenges and deliver self-service tools that are simple, inclusive, and effective for every customer.

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Connect and improve

Build on shared experience and continuous learning. Utilities gain access to peer benchmarking, case studies, and ongoing advisory support through E Source events, enabling teams to compare performance, exchange knowledge, and apply the latest digital CX research to continuously improve their self-service channels.

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Accessible design

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Enhanced experience

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Customer adoption

Case Study

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How PG&E applied findings from the E Source Website Benchmark study to achieve digital equity

This case study explains how an E Source membership and the E Source Website Benchmark study helped PG&E achieve digital equity.

Read the Case Study
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Deliver digital experiences every customer can access.

Connect with our team today to see how Digital Self Service can help you benchmark and improve self-service channels, strengthen accessibility and usability, and drive adoption across your digital platforms.