Most recent content on this topic
How E Source research and advisory services enable water utilities to optimize customer service and communications
Aleana Reeves | October 26, 2020
Wondering how to achieve better customer engagement? Join us to learn how E Source’s research and advisory offerings can help water utilities improve credit and collections, customer service, and communications.
E Source Digital Strategy Summit for the Tennessee Valley
July 23, 2020
E Source is putting on a two-part event to help utilities in the Tennessee Valley improve their digital strategy. Join our experts and your peers to learn how to create a killer social media presence and optimize your websites to best serve customers
Is your website best in class?
Heather Hilgenkamp | November 6, 2019
We recently revealed the results and rankings from the 2019 E Source Review of North American Electric and Gas Company Residential Websites, so we compiled some high-level results in an easy-to-digest infographic. How does your website stack up?
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
Sannie Sieper | September 3, 2019
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.
Storytelling tips from the experts
Jessica Bailis, Joy Herbers | July 12, 2019
How do you identify, plan, deliver, manage, and measure the success of your website content? Southern California Edison's Caroline Aoyagi-Stom and Content Strategy Inc.'s Blaine Kyllo gave utility members some easy-to-implement advice at the 2018 E Source Forum. Watch video excerpts of their wisdom.
Recognize and Reward Innovative Excellence at Your Utility
Mary Sullivan | April 17, 2019
Every fall, at the annual E Source Forum, we hold an awards ceremony, where we recognize the best and brightest people and utilities from across North America who are driving innovation in the energy industry. Don't miss your chance to win an E Source award—submit your entries today!
Essential Online Resources for Your Business Customers
Devin Fink | May 14, 2019
Looking for online resources for business customers? Does your business contact center staff need industry expertise? Is your marketing team looking for new ways to engage with commercial customers? Business Energy Advisor has you covered.
How to Improve Your Utility Website: Findings from the 2017 E Source Website Benchmark Study
Read best practices based on industry-level findings from the E Source Review of North American Electric and Gas Company Residential Websites. The study analyzes website features, tested on computers as well as mobile devices, that are important to residential utility customers.
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.
How Do You Deflect Calls to Self-Service Channels?
Deflecting customer calls to self-service options decreases utility costs and improves the customer experience. In this Ask E Source answer, we give advice on improving self-service, communicating proactively, using virtual assistants, and building a business case for call deflection.
E Source answer