Utility
Update personal information
Appointment administration
Handling payments
Handling payments
Customer service delays or outages can cause serious annoyance and even safety concerns in the utilities sector, where problems like service interruptions, billing issues, or crises can occur at any time.
With Nagog Innovation Technology, real-time solutions are crucial to meeting the varying demands and guaranteeing prompt response.
By prioritizing high-quality customer service and implementing real-time solutions, we’ll ensure your utility company can handle seasonal fluctuations effectively. With proactive planning, smart technology, and well-trained agents, we can provide consistent, reliable service during peak times, keeping your customers satisfied and minimizing the risk of service outages.
why choose us
Scalable Customer Support Infrastructure
Automated Ticketing and Issue Routing
Trusting Relationships With Customers
Use Cases
- Ask the customer to describe their billing issue (e.g., high bill, wrong charges, missing payment).
- Request account details: account number, service address, billing period, and payment method.
- Check the billing system for recent payments, usage patterns, and billing history.
- If there’s a clear error, initiate a correction or adjustment request and explain the timeline for updates.
- Confirm the action with the customer and send a confirmation email or SMS summarizing the solution.
- Ask the customer to describe the service outage (no electricity, water outage, internet down, etc.).
- Collect key information: service address, account number, time outage started, any visible issues (downed lines, burst pipes).
- Check the system for known outages or scheduled maintenance notices.
- If the outage is not reported yet, escalate the issue to the field service or dispatch team immediately.
- Keep the customer informed about estimated restoration times and offer SMS/email updates if available.
- Confirm the customer’s request: type of service needed (electricity, water, internet), and installation address.
- Gather important information: property type (house, apartment), landlord permissions if needed, and preferred installation date/time.
- Check service availability at the given address and inform the customer of requirements (permits, deposits).
- Schedule the technician visit, send confirmation details, and explain pre-installation requirements (someone 18+ must be home, clear access to meter).
- Follow up after installation to ensure the service is active and the customer is satisfied.
- Ask the customer to describe the meter reading issue (e.g., unusually high reading, estimated bill concerns).
- Request meter serial number, recent reading on the device, and account number.
- Check the system for previous readings, trends, and if the recent reading was estimated or manual.
- Guide the customer to take a picture of the current meter reading if necessary for verification.
- Submit a request for meter re-reading or adjustment and explain the process and expected timeline.
- Confirm the customer’s request: starting or stopping service, or transferring it to a new address.
- Collect key information: current account number, old address, new address, move-in/move-out dates.
- Verify ID or lease documents if needed, depending on company policy.
- Schedule the disconnection and/or connection of services and inform the customer of any final bills or deposits.
- Send confirmation of the move-in/move-out along with any important service details.
- Ask the customer if they need to set up a payment plan due to financial hardship or past-due bills.
- Collect account number, current outstanding balance, and a preferred repayment plan if possible.
- Check eligibility for payment arrangements (based on company policy and customer’s history).
- Set up the payment plan in the billing system and explain installment amounts and due dates.
- Confirm setup by sending written confirmation and advising about the consequences of missing payments.
Handle travel support tickets across all channels.
Phone
Our distributed model ensures we work exclusively with high-quality agents who bring strong phone etiquette and relevant industry expertise to resolve issues quickly and effectively."
Live Chat
Customers expect immediate answers — and live chat delivers. Our knowledgeable, industry-trained agents respond quickly and accurately to meet those expectations.
We understand that many customers still prefer email communication. Our agents excel at crafting well-informed, relevant responses with the right tone every time."
Social media
"Social media goes beyond socializing — it's a vital channel for customer service. We harness these platforms to provide fast, informed support where your customers already are."
Website
"Reviews and responses shape how potential customers perceive your brand — they can’t be ignored. Our agents handle follow-ups and resolutions efficiently, so you don’t have to."
Frequently Asked Questions.
A Nagog Innovations utility account is a shared support profile used by Nagog Innovation teams to handle customer service, technical support, and account management tasks on behalf of a client company. It helps streamline communication and track service performance.
Nagog Innovations utility accounts typically handle:
◦ Customer inquiries via email/chat/call
◦ Ticket or case resolution
◦ Order and billing assistance
◦ Troubleshooting and tech support
◦ Escalation management
◦ Report generation and service updates
It ensures faster responses, consistent service, and round-the-clock support by multiple agents under one identity. This avoids delays from individual agent schedules and helps track history easily.
Yes, but access is usually managed through Nagog Innovations tool where each agent is assigned specific tasks or shifts while using the shared account for continuity and accountability.
Yes, as long as the provider follows data privacy policies, uses secure tools, and has proper access control. Audit logs are typically enabled to track all agent activities within the utility account.
Absolutely. Utility accounts are configured to manage case tracking, escalate unresolved issues to specialists or client-side teams, and follow up on tickets to ensure closure and customer satisfaction.
