Trusted. Secure. Scalable.
CX solutions built for modern utility challenges.
In a market shaped by rising customer expectations and regulatory demands, utilities require CX strategies that elevate every interaction into a loyalty-building moment. Today’s customers want real-time updates, clear timelines for resolution, and seamless warm handoffs to experts for complex issues.
ResultsCX serves utilities with a next-generation platform for innovation, customer engagement, and operational resilience. We deliver measurable business outcomes through a unique blend of technology, human-expertise, and trust. Our solutions blend AI, analytics, and human empathy to resolve CX challenges, drive real-time responsiveness, and build lasting trust and loyalty.
Where we help
Improve
digital accessibility, higher first contact resolution, and complaint reduction
Reduce
call volume through AI-driven self-service portals and outage-ready mobile experiences
Lower
AHT and cost-to-serve
Enhance
service quality, CSAT, regulatory compliance, and revenue protection
Superior
employee and customer experiences
Our end-to-end services
Inbound customer care
We manage end-to-end customer care, from start/stop/transfer services for move-ins and move-outs to billing inquiries, payment arrangements, and dispute resolution. Our support extends across chat, email, and proactive campaigns, ensuring seamless issue resolution, escalations, and personalized energy usage recommendations.
Outage
End-to-end outage support includes managing customer inquiries, real-time chat assistance, and proactive communications around emergency disruptions.
Products & programs
Targeted inbound and outbound strategies drive deeper product and program adoption, especially for energy efficiency, distributed energy resources (DER), EV programs, and small business segments. Every interaction is tailored to maximize engagement and program ROI.
Collections
We support revenue recovery through inbound and outbound collections, offering flexible payment arrangements, bad debt management, and account reactivations.
Technical support
Our technical support services spans email, chat, and digital self-service, guiding customers through account access, usage issues, and escalations. The experience is designed to be efficient, responsive, and aligned with evolving customer expectations.
Social & back-office
Our social and back-office operations protect and enhance brand equity through intelligent escalation handling, proactive engagement, and sentiment-driven campaigns. Insights from social analytics and customer feedback loops inform continuous CX improvement.
How we do it
Our AI-driven self-service portals and mobile apps for billing, usage tracking and outage alerts, help deflect routine inquiries from traditional voice to intelligent chatbots, streamlining support and enhancing customer satisfaction. When conversations require the human touch, our AI-enhanced knowledge platforms equip agents with the right insights to respond with empathy and precision—resolving complex issues swiftly and satisfactorily.
Compliance-centric, customer focused operations
- Improve auditability, reduce escalations, and exceed outcome-based SLAs while maintaining service levels during grid strain, weather disruptions and price volatility.
- Drive secure, resilient, and future-ready customer experiences backed by top-tier BitSight ratings, CX360 methodology, and advanced digital tools.
AI-driven agent empowerment
- Boost agent performance and drive faster resolutions with guided workflows, Agent Assist, and dynamic knowledge base that surfaces relevant insights and suggests next-best actions.
- Enhance agent coaching and retention while improving customer satisfaction with intuitive dashboards and reporting portals.
Data-driven customer engagement
- Drive efficiency and growth with intelligent omnichannel CX and speech analytics to understand customer intent, resolve issues at the root, and personalize engagement.
Scalable, end-to-end customer support
- Empower high-performing agents to integrate seamlessly into your operations with AI-driven hiring, onboarding, and training, driving 20–30% higher productivity.
- Realize cost savings of up to 50% through culturally aligned offshore and nearshore options and strategic delivery models.
Advisory services
- Conduct in-depth assessments of contact strategy, WFM, policy, and digital engagement reveal performance gaps and opportunities.
- Design targeted interventions that mitigate risk, improve experience, and deliver measurable business value.
Why partner with us?
Operational Excellence
Proven CX360 methodology for streamlined recruitment, training, WFM, and seasonal staffing
Flexible Delivery Models
Nearshore, offshore, and U.S. onshore to match regulatory and customer needs
Unmatched Data Security
BitSight-ranked protection with robust audits and governance
Skilled, Scalable Talent
25,000+ skilled CX professionals blending utility experience and advanced technology
Digital Innovation
AI-enhanced operations, digital enablement, human-led omnichannel experience across voice, chat, SMS, email and social media
Global Reach
32 engagement hubs worldwide with multi-lingual capability and dynamic pricing models
Performance Focus
Customer-centric engagement models that consistently meet CSAT, Quality, AHT, and service-level targets
Compliance certifications
ResultsCX meets or exceeds all industry regulatory and security best-practice standards.
Awards & recognition
We have been recognized a leader across most aspects of our work – from Customer Experience Management (CXM) to security to workplace innovation. We believe that every day brings new opportunities to do better and become better. See what industry analysts and customers are saying about ResultsCX
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Whitepaper
December 9, 2024
Transform Your Customer Experience, Act Now!
