Category: Proactive Notifications & Mobility


Category: Proactive Notifications & Mobility
West Corporation

Posted on February 20, 2019 by West Corporation 


What is Preference Management? – 11 Benefits and Best Practices

New technologies continually give customers more options to communicate with their favorite brands. Phone calls. Emails. Texting. Push notifications. Even older channels like fax. But what is preference management going to do to help manage all those channels?

To create the best customer experience (CX), you may have to support many or all of these channels. But that doesn’t mean you have to communicate with every single customer on each one. By understanding your customers’ preferences, you can save money, improve CX and discover 11 key benefits for your business. But first, what is preference management, and why do we call it that? Read More >

West Corporation

Posted on January 25, 2019 by West Corporation 


4 Ways to Reduce Call Volume with SMS

Most companies want to provide good customer service, but every second someone spends on the phone costs money. But instead of trying to reduce call volume, businesses start tracking things like average call length, which leads agents to rush through calls, hurting the customer experience (CX).

Fortunately, there’s an option that both improves CX and lets you reduce call volume, and it’s located in nearly everyone’s pocket: SMS texting. Read More >

West Corporation

Posted on December 20, 2018 by West Corporation 


5 Types of SMS Conversations for Business

Texting is one of the easiest ways to talk to friends, but is it helpful when communicating with customers? If you’re not effectively engaging your clientele with SMS conversations, you’re missing an important piece of the customer experience.

But don’t just pick up your phone and start messaging everyone who’s visited your store or website. Every company has the option to start five different types of SMS conversations. So read through this list to discover which type is right for your business. Read More >

West Corporation

Posted on September 14, 2018 by West Corporation 


TCPA Compliance: 3 Things to Know Before Sending an Automated Call or Text

This article is for informational use only and should not be seen as legal advice. The information provided is accurate to the best of our knowledge but may contain omissions or mistakes. The writer is NOT a legal professional, and you should consult an attorney who can ensure you remain in TCPA compliance and in compliance with other regulations. We reserve the right to change this content at any time.

You’ve got a great deal on a new product, and you want the world to know it. According to Pew Research Center, 92 percent of American adults own a cell phone, so why not send them a promotional text? Your intentions may be good, but without taking the right precautions, those texts could cost your business millions thanks to the Telephone Consumer Protection Act (TCPA). Read More >

West Corporation

Posted on June 20, 2018 by West Corporation 


Cheap, Fast or Good: Which is Most Important?

You can have it cheap, fast or good. Pick two.

Not many companies give such an honest assessment of their ability, but this common phrase is true across the board. Rarely, if ever, do you get the luxury of getting all three from any product or service. Read More >

West Corporation

Posted on May 21, 2018 by West Corporation 


5 Tips to Get Utility Customers Excited About Peak Energy Demand Credits

Peak energy demand credits are great. They put less stress on utility infrastructure, reduce wasted electricity and give many customers a discount on their bill.

But none of those benefits are possible if utility customers don’t know about them. Or just as unfortunate, they know but choose to ignore them. Read More >

West Corporation

Posted on May 14, 2018 by West Corporation 


Summer Prep: 3 Best Uses of Inbound Communication Tools for Utilities

Proactive communication helps guide utility customers down the right path. But sometimes you need them to make the most efficient, cost-effective or responsible choice on their own. Yet even when customers want to make the right decision, they oftentimes still need to contact you for help. That’s where inbound communication tools for utilities can help, and summer is a great time to get started.

Inbound communication tools for utilities are really no different than tools used in other industries. They include solutions like chatbots, contact center software, interactive voice response (IVR), webchat, email, web portals and more. So you may already be quite familiar with these tools and just need some guidance on how to get more from them. Read More >

West Corporation

Posted on April 12, 2018 by West Corporation 


Substation Automation: The Best Way to Track Employee Check Ins

By Chandler Harrison, Account Development Executive

For today’s utility companies, keeping the power on is the most important consideration in substation management. But with more substations to run and increased demand from customers, saving time and money is more important than ever. So utilities turn to substation automation. Read More >


West Corporation

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