by Jordan Mulford | Sep 2, 2025 | Blog, Utilities
Every year, storm season puts utilities to the test. Severe weather brings down power lines, disrupts service, and leaves customers anxious for updates. For utilities providers, the calls, messages, and service requests come all at once creating overwhelming demand at the very moment customers need reassurance most.
Service Under Pressure
When the lights go out, customer trust is on the line. If calls go unanswered, updates aren’t timely, or wait times drag on, frustration grows quickly. In storm season, minutes matter. Without a strong plan for utility storm response, utilities risk losing not just customer satisfaction, but long-term confidence in their ability to deliver.
Surge-Ready Support from CBE Customer Solutions
At CBE Customer Solutions, we know storms bring more than fallen branches, they bring a surge in customer needs. That’s why we help utility companies prepare with flexible, scalable support designed for crisis situations.
From CX surge utilities staffing to around-the-clock call handling, our teams provide the calm, reliable voice your customers need during uncertainty. We don’t just answer phones; we restore peace of mind.
Build Resilience Before the Storm
- Scalable Teams: Expand support quickly when call volumes spike, without sacrificing quality.
- Storm-Smart Training: Agents prepared for high-stress scenarios deliver empathy and clarity when customers are under pressure.
- Omnichannel CX: Whether it’s phone, live chat, or digital updates, we meet customers where they are.
- Prepared for Seasonal Energy Demands: Beyond weather, we support utilities during peak usage times when customer needs are at their highest.
Confidence in Every Forecast
When storms hit, customers don’t just want answers, they want reassurance. With CBE Customer Solutions, utility companies can promise both. Our responsive, scalable approach means customers get the support they need, when they need it, and providers maintain trust even under the toughest conditions.
This isn’t just customer service. It’s about building resilience in the face of seasonal challenges and protecting the reputation utilities have worked hard to earn. With CBE Customer Solutions, utilities providers can turn crisis into confidence and ensure every customer feels supported – no matter what the forecast holds.
by Jordan Mulford | Aug 12, 2025 | Blog, Utilities
When power goes out, everything stops.
People lose light, heat/air conditioning, and access to important devices. For businesses, outages mean downtime, missed revenue, and frustrated customers. In those moments, no one wants to wait on hold, dig through a website, or wonder when help is coming, they want answers now.
At CBE Customer Solutions, we understand how important fast, clear communication is during a utility outage. We help providers deliver real-time support when customers need it most.
Outages are Unpredictable, But Your Support Shouldn’t Be
Storms, equipment failure, and unexpected grid issues can hit without warning. Customers know these things happen, but what they remember is how you handle it. If people cannot get through to support, they lose trust fast. Even a short delay can feel like a long wait in the middle of a crisis.
Real-time communication builds confidence and helps customers feel informed, not forgotten.
What Customers Expect During a Power Crisis
Today’s Customers expect:
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- Instant Updates through text, email, or voice
- Live support that explains what is happening and what to expect
- Multiple options to report issues or get answers without long waits
Utility customers aren’t just looking for power, they’re looking for peace of mind. When you can respond quickly and clearly, you give them both.
How CBE Customer Solutions Helps
We work with utility providers across the country to deliver support that matches the urgency of the moment. Whether it’s a storm, a line break, or a planned outage, we help your customers stay informed and supported every step of the way.
Our teams are trained to:
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- Provide fast, accurate information through live voice, chat, or automated systems
- Handle high call volumes calmly, with empathy, and clear communication
- Follow your brand’s voice and values to maintain trust
- Support both planned and emergency events with readiness and professionalism
When people are stressed or uncomfortable, the right message at the right time can make all the difference.
Real-Time Support Protects More Than Just Power
Quick communication during a crisis does more than manage calls. It protects your brand, reduces panic, and helps avoid complaints and long-term frustration. And most of all, it shows customers that you are there when it matters most.
Let’s Make Every Moment Count
At CBE Customer Solutions, we help utility companies deliver experiences that make people feel heard, even in the dark. With the right team, tools, and training, your customer support can become a steady presence in uncertain moments.
There’s no time to wait in a power crisis. Let’s make sure your customers never feel like they have to.
by Jordan Mulford | Jul 22, 2025 | Blog, Utilities
When the power goes out or a billing issue shows up, customers don’t want to search for help. They want answers, and they want them fast. If they don’t get them, frustration builds and loyalty fades. Utility providers are under more pressure now than ever. Customers expect real-time communication, fast resolution, and a service experience that feels as reliable as the power itself.
Frustrations During Critical Moments
Utility customers typically only contact support when an issue arises. That might be a service outage, an unexpected charge, or an urgent need to update payment methods. These are emotional, high-stakes moments.
When customers wait on hold, are bounced between departments, or receive unclear answers, trust erodes quickly. They start to wonder whether their provider actually cares about them.
More Than Just an Inconvenience
Inconsistent customer experiences can lead to:
- Increased call volume and repeat contacts
- Missed payments or unresolved billing issues
- Customer churn, especially in competitive utility markets
- Negative word of mouth during widespread outages or billing cycles
- Lower satisfaction scores or a damaged reputation
Utilities are essential, but customer loyalty is not. Poor experiences open the door for complaints, public backlash, and regulatory scrutiny.
What CBE Customer Solutions Handles, So You Don’t Have to
At CBE Customer Solutions, we help provide utility providers deliver the level of service customers expect, especially when it matters most.
We support teams with:
- Live customer care agents who are trained in handling sensitive, time-critical issues
- 24/7 omnichannel coverage, so customers can reach you by phone, chat, or email whenever they need help
- High-empathy communication that builds trust and de-escalates frustration
- Flexible staffing models that support seasonal billing spikes, weather events, and outage surges
- Compliance-ready processes that meet industry regulations and data security standards
We become an extension of your brand, helping customers feel informed, supported, and valued.
The Result? Customers Who Stay, Even When Things Go Wrong
When utility customers feel heard and helped, they are more likely to stick around, pay on time, trust the updates you send, and recommend your service to others. Support isn’t just about resolving issues, it’s about reinforcing your reliability when customers need it most.
