Customer Service Tools

We see every customer call as an opportunity for greater energy efﬁciency. The Opower platform provides customer service representatives (CSRs) with all of the information they need to engage customers about their energy use.

Participant profiles

The CSR Tool allows service reps to review a caller’s household energy data as well as any home efficiency audit information they may have provided on the web portal.
Home Energy Report access

Service reps can quickly pull up and download Opower program participant home energy reports, so that they can discuss their content with callers while on the phone.
Customer web portal access

Service reps have access to the same personalized modules, usage data, and savings tips that each customer caller sees on the web portal.
Frequently asked questions

An FAQ helps service reps turn customer calls into conversations about energy efficiency, and helps them to make changes to program participant preferences.
Dynamic rate planning

Access to the web portal’s dynamic rate engine allows service reps to review and discuss rate options with customers, and help them decide which best fit their lifestyles.

Enhancing the customer call experience

While only a small percentage of customers call their utility in a given month, telephone interactions are an important part of the overall customer experience. All Opower deployments come with a feature-rich web app for customer service representatives.

Our CSR web portal enables customer service reps to:

Update customer profiles
Our interface makes it easy for CSRs to update important customer information (such as the square footage of a house) and ensure that all energy analyses provided reflect the latest available data.
Provide energy management advice
Access to the current, online versions of our Home Energy Reports allows service reps to offer targeted energy management advice to customers over the phone. Calls about high bills quickly turn into efficiency consultations.
Create online accounts
Service reps can help callers register for portal accounts, as well as relay the wealth of energy information available online for customers without ready internet access.
Sign customers up for energy alerts
For customers who’d like to receive a text message or automated call when they're headed for a high bill—or an email reminder that a new Home Energy Report is online—the CSR Tool makes it easy for service reps to help customers sign up.