Sustainability is no longer just a fad now and has become a focal point of attention for governments, businesses, and individuals. Solar energy has emerged as the most sought-after renewable energy due to its affordable installation and cost saving. Also as per the Global Market Outlook For Solar Power 2023 – 2027 report, by 2030, solar energy will probably comprise up to 20% of the UK’s total electricity generation. However, it’s not just the solar power technology and the ambitions for cleaner, greener energy solutions; it’s also digital customer experience (CX) strategies. The CX approaches transform the customer company interaction and customers’ solar energy solutions’ experiences.
According to the data from the UK Customer Satisfaction Index (UKCSI), energy companies continue to be among the lowest-rated industries, scoring 69.8% in July 2024, compared to the all-sector average of 75.8%.
Lets read and understand how integration of digital CX is propelling the future of Solar sector.
1. The Solar Energy Boom: A Need for Better Customer Engagement
There are various factors, such as government incentives, environmental awareness, and the awareness towards climate change, that have led to prominent growth in the UK solar energy market.
The adoption of solar energy is increasing, and this is pretty evident from the latest data from the Microgeneration Certification Scheme (MCS) that reveals that around 1.3 million households in the UK have adopted solar panel installations. However, with the rise in large-scale adoption, the requirement for personalized and competent services has emerged.
When energy solutions are concerned, the all-purpose approach is no longer accepted by the customers. However, the new age of customers demands their journey to be equipped with
- Personalized advice
- Transparent pricing
- Easy installations
- Exceptional experience
The solar industry has realised that the key to thrive and survive in a competitive market is superior digital CX.
2. The Role of Digital CX in the Solar Industry: Personalization at Scale
As per Nasscom Community’s article Powering Up CX: How Renewable Energy Companies are Digitally Transforming the Customer Experience approximately 60% of consumers would consider switching energy providers if offered a better digital experience.
In today’s digital world, CX wore new apparel that is more personalized and smoother than before. Bespoke solutions are provided to the customers by the UK solar industry by deploying technologically advanced tools such as
- AI-powered chatbots,
- Customer portals, and
- Advanced CRM (Customer Relationship Management) system
Using augmented reality tools, consumers are able to see solar panels on their terraces before installation. Also, digital platforms allow a fully virtual consultation process to guide the customers about installation. Also, customers can now
- Access energy calculators,
- Input their home’s specifications,
- Receive tailored recommendations based on real-time data
This saves time for both the customer and the company and enhances the opportunity of offering solutions as per the individual’s requirements.
Out of the 29 million homes in the country, 4.1% are now generating electricity from solar panels.
Significant Digital CX Tools Impacting the Solar Industry:
- Engaging & collaborative websites and mobile apps-that provide cost valuations of the solar panel, timelines for installation, and calculators to show energy savings.
- AI-enabled chatbots– for prompt replies to queries, frequently asked questions, and assistance for booking consultations.
- Tailored email marketing– to keep customers involved with tips for energy saving, promotions, recommendations, and new technological updates.
- Virtual reality and augmented reality (VR/AR)- for real demonstration to customers
3. Transparency and Trust Through Digital Solutions
The digital age has given rise to a new level of transparency that wasn’t possible earlier. Now every detail and data regarding the energy consumption can be accessed by the customer just by a click. And thus, the better the transparency, the better the customer satisfaction.
As per the data mentioned in the article The State of Customer Experience (CX) in Energy Industry, 76% of consumers are interested in switching to providers offering renewable energy alternatives.
UK solar companies can now provide customers exhaustive performance statistics, live system monitoring, and also energy-saving advice and recommendations. The transparency creates a sense of contentment in the customers that their investment in the solar is meaningful. Digital tools such as solar monitoring apps give customers first-hand information regarding energy consumption and saving. This develops customers trust in the technology. And also enables them to see the impact on cost saving and environmental footprints.
4. Efficient Customer Support: Moving Beyond Traditional Call Centres
Digital CX is transforming the customer service in the solar industry by taking it from a traditional, overwhelmed, long wait time one to a faster and more responsive one. Now customers don’t have to be bothered by long-winded phone systems and late resolutions.
The deployment of CRM systems enables solar companies to automate several processes of customer service, restructure communication channels, and ensure that customers are getting prompt replies in real-time. Customers are now able to get replies on their preferred channels, whether it’s email, chats, or social media, for their queries related to installation queries, booking service, or technical support. With over 50% of web traffic originating from mobile devices, multi-device digital journeys have become the new normal.
5. The Future of Solar in the UK: A Customer-Centric, Digital-First Approach
With the evolution of technology, it’s for sure that the solar companies will adopt more advanced digital solutions to improve the customer engagement and journey. Also, as digital CX in the UK solar industry is emerging, it is pretty evident that it will play a major role in customer behaviour, adoption rates, and market progress.
According to the pv magazine article, the value of homes with solar panels can grow by almost 7.1%.
It’s quite possible that soon we will see solar energy integrated with IoT (Internet of Things) devices. That would enable the homeowners to manage their energy consumption more effectively. Nevertheless, predictive analytics would also be deployed to deliver proactive solutions, such as notifying customers regarding maintenance requirements before an issue arises or alerting them about new updates.
Conclusion: Seamless Solar for a Sustainable Future
Digital CX is creating a new path for customers to achieve easier access to solar energy solutions, transparency in consumption and working, and a holistic experience. And for businesses it is becoming a catalyst for improved customer retention, higher conversion rates, and the opportunity to be climate warriors.
With every automated message, every data-driven insight, and every streamlined process, digital CX empowers the solar sector shine brighter, move faster, and reach higher. Digital CX can be a propellant for the success of the solar energy sector in the UK.
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Global Market Outlook For Solar Power 2023 – 2027
Ofgem sets out vision for customer service culture change to make energy sector best in Britain
Solar Energy – United Kingdom
UK Solar Market| Insights: Growth, Policies and more!
Powering Up CX: How Renewable Energy Companies are Digitally Transforming the Customer Experience in the US
UK Solar Market| Insights: Growth, Policies and more!
The State of Customer Experience (CX) in Energy Industry
20+ Customer experience statistics for 2025
Solar panels could raise value of houses by up to 7.1%
