That’s why we recently received an excellence award from the Society for Technical Communication (STC) – the world’s oldest and largest association for the advancement of the technical writing profession — for the online help that we provide to utility customer support staff.
When utility customers have questions about how to become more energy efficient, they often contact their utility company. Indeed, in the search for information on energy conservation advice, customers look first and foremost to their utility company — more than any other information source.
Opower, in its role as an efficiency program partner with utilities, ensures that those customer conversations are meaningful and productive. Our technical writers therefore create online materials for Utility Customer Service Teams to draw upon when they have conversations related to the Home Energy Report, Web Portal, and other Opower products. And those materials are pretty darn good.
In its evaluation of Opower’s materials for utility customer service staff, the STC judges considered a range of evaluation criteria, such as clarity, word choice, organization, typography, layout and presentation, and visual appeal. They applauded “a well-written, mapped, and designed product,” noting that “the instructions are well-written and the FAQs anticipate CSR (Customer Service Representative) and end user needs.” They also highlighted strengths in the overall consistency, usability, and jargon-free style of the information.
The online help is just one piece of our overall support for utility customer service teams. Opower also has a dedicated Client Support Team to train utility CSRs and perform intensive troubleshooting and data investigation. Our team remains on call to help clients with anything that comes up and to make sure the Opower program is consistently delivering results.