Your organization’s customers demand excellent customer service 24/7, and this takes the form of real-time support with a well-managed support platform.
Customers of utility providers expect tailored support via multiple channels. This includes social media, email, live chat, interactive multimedia messaging, and mobile communications
High Support Costs – This generates high churn and user confusion
Complex and Confusing Online Experiences – Results in high churn and high levels of attrition
Limited Self-Service Features – Users prefer to solve problems by themselves
Bill Pay Explanation
Toonimo significantly lowers the number of incoming support requests by simplifying the user ‘Touch Point.’ This point can be the login, the registration page, or any other point drawing confusion with the user. Toonimo also provides detailed real time explanations and interactive guidance for the user to navigate through complex funnels and other complicated stages. It does this by offering a real human voice walkthroughs with personalized messaging. For example: Bills and statements are explained with a combination of both real human voice guidance and graphical coach marks.
Toonimo offers full-service implementation of the software by providing with the option for ‘on premise’ installation. Full professional services are also provided as needed.
Toonimo allows for personalized messages to be delivered for logged-in users or for new users. This bridges the gap between the support function and the user by making it a more personal experience, thereby driving up brand loyalty.
Toonimo operates an innovative platform that offers clients unfettered access to an analytics dashboard. There you will be able to see precisely how Toonimo is reducing your incoming calls and queries, and how your customers are solving their own problems on site. Within the analytics page you are able to track conversion rates, number of conversions, bounce rate, time on page, click through rate and see how many people finished the walkthrough.