This IDC TechBrief provides a snapshot of conversational commerce and discusses its benefits for the utilities industry. For energy retailers in the course of transforming into full-blown, digital service providers, conversational commerce is a great opportunity to extend their toolsets with state-of-the-art technology. Both marketing and customer support are heavily impacted in what is an attempt to improve user experience and to multiply touchpoints with customers and prospects.
"Digitalization of services will irreversibly change consumers' attitude toward energy retailers. Implicitly, energy consumers expect their energy suppliers to satisfy their needs with the efficiency of best-of-class online retailers. Conversational commerce provides them with a great opportunity to catch up. It helps intensify their relationship with existing customers and better market their offerings to prospects."