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Utilities explore various options in customer communication
ATLANTA – June 10, 2010 – More utilities have more options than ever, including emerging channels, when deploying a proactive customer communication strategy, Chartwell finds in a recently published report.
In Customer Alerts and Notification Programs, Chartwell outlines different strategies progressive utilities have taken to integrate SMS (short message service) and social media into their customer communications.
For example, the rise in popularity in text messaging has resulted in several utilities incorporating mobile communications into their customer alert programs. Utilities have deployed SMS strategies to notify customers of outage status, bill notifications and impending disconnection.
More utilities also are embracing the use of social media in their notification efforts. Utilities initially used channels such as Twitter, YouTube and Facebook to give customers updates on outages, but now energy providers carry other messages through social media, such as products and services marketing. With about two-thirds of utilities seeing no increase in their marketing budget from the previous year, as revealed in Chartwell research, promoting products and services through social media provides a low-cost solution.
While new channels exist, traditional methods, such as outbound calling campaigns, email and direct mailing, still prove to be effective for utilities. Proactive communication efforts have benefitted utilities from both a cost-savings standpoint and rise in customer satisfaction.
Customer Alerts and Notification Programs is available as part of Chartwell’s Customer Care Service. A 12-month Service membership includes data utilities provide regard customer care for residential and commercial/industrial customers, as well as regularly released reports on issues such as contact center metrics, first-contact resolution, bill presentment and payment, Web services, and programs for low-income customers.
ABOUT CHARTWELL INC.
Chartwell Inc. is an independent information firm that produces in-depth research on customer-facing issues within the utility industry. With our research as the springboard, we offer conferences and other educational events where utility leaders and Chartwell analysts discuss successful programs, innovative strategies and solutions to the industry’s most pressing issues.
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