Case Study: Largest US Utility Company improves customer satisfaction with ForeSee

ForeSee Illuminates Link between Contact Center and Web Customer Experiences at 7th Largest US Utility Company

The Largest US Utility Company, a major Florida-based provider of water, sewer, and electric service, struggled with inconsistent customer experiences across its website and contact center. After a site redesign confused web users and drove more calls to support, the company turned to ForeSee and its customer experience measurement solution to better understand how online and phone channels affected one another.

Using insights from ForeSee, the utility company improved communication between web and contact center teams, notified agents of website changes before launch, and updated training to emphasize active listening and empathy. As a result, abandoned calls and repeat issues dropped, and satisfaction rebounded to pre-launch levels: website and contact center scores returned to 80+ after falling as low as 60 and 76, respectively.