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Oracle Opower Behavioral Load Shaping
Oracle Utilities Opower Behavioral Load Shaping offers a rate-coaching experience to guide customers through the details of time-of-use plans and help them understand their bills better.
Customers Want Details
In 2018, Opower conducted a study on user experiences, behaviors, and reactions. We learned three things about customer desires and time-of-use plans:
- Customers do not know which hours are most expensive
- They do not know where to find basic rate plan information
- They do want personal consumption information, though they understand it better when couched in use rather than cost
Customers Need Tools
In that same study, we learned that a customized rate-coaching tool can help customers get the information they want and understand it more quickly. That tool must have:
- Clear and concise educational messaging
- Data-driven coaching
- Consistency
Customers Crave Simplicity
The final takeaways of that study include:
- Craft bite-sized tips that combine education and a personalized suggestion
- Reach out weekly
- Repeat for retention
Create an Intuitive Customer Journey
Opower Behavioral Load Shaping combines all of those lessons learned into a single product that offers:
- A personalized time-of-use experience with unique recommendations
- Weekly educational email reports
- Hourly cost breakdowns of costs
- An overlay of costs, peak hours, and consumption patterns
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