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How customers prioritize their bills
Sarah Baker | June 24, 2020
Your customers want to pay their utility bills on time and in full. But due to COVID-19, some of your customers have needed to prioritize certain household bills over others. In the 2020 E Source COVID-19 Residential Survey, we asked customers how and why they prioritize their household bills.
What Emerging Payment Options Should Utilities Be Offering?
Lisa Schulte | June 12, 2019
You have the opportunity to add emerging payment methods to your current offerings and to create a better customer experience. Learn more about six emerging payment methods, including text to pay, split payment, and cryptocurrency.
How to Make the Billing and Payment Experience a Positive Customer Touchpoint
Melanie Wemple | March 28, 2019
When designing a better billing and payment experience, whether it's for residential or business customers, it's critical to look at each interaction from the customer's point of view.
Trends in billing and payment interactions
Rachel Cooper, Keenan Samuelson
In this report, we explore the results of the 2018 E Source Digital Metrics Survey on billing and payment interactions. Our findings will allow you to compare your utility's interactions to those of your peers. Read on to learn which channels customers use during their billing and payment journey.
Answering questions about high bills
Jeffrey Daigle, Maggie Boys, Renee Davis
The higher utility bills that come with a change in the seasons have distinctive characteristics and solutions. Our tailored five-step response to customer calls about higher bills can help drive customer satisfaction and first-call resolution.
How Are Utilities Using Alexa Skills to Connect with Customers?
As virtual voice assistant devices such as Amazon's Alexa become more common, several leading utilities have created skills that allow customers to check their account balance, pay their bill, or get energy-efficiency tips. Learn how you can use voice-controlled technologies to help your customers.
E Source answer
From Bill to Payment: Improving the Customer Experience
Melanie Wemple | April 2, 2019
For many customers, billing and payment interactions define the customer experience; it can be the only communication a customer has with their utility. Join us for a one-hour web conference to learn how two utilities are redesigning their billing and payment experiences with the help of E Source.
Should Utilities Accept Cryptocurrency for Customer Bill Payment?
Bryan Jungers | October 2, 2018
To help you decide whether to start accepting utility bill payments via cryptocurrency, we examine the demand for this payment method among utility customers and the possible impacts of blockchain and cryptocurrencies on the energy industry.
E Source answer
How do residential customers typically pay their bills?
Laura Ruff, Rachel Cooper | July 2, 2018
Curious as to how residential customers prefer to pay their bills with other service providers? Our report, which uses data from the Claritas Technology Behavior Track and Energy Behavior Track studies, looks into the channels customers use to pay their electric, Internet, TV, and phone bills.
Are We Getting Utility Bill Designs All Wrong?
Bill LeBlanc | June 13, 2018
Sign up for E Source's upcoming bill redesign web conference on June 26, 2018, to learn how to better design your utility bill to serve customers' needs. We'll discuss our recent ethnographic market research, customer-centric design-thinking approaches, and more.