Utilities

Deliver reliable, customer-first experiences

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