Category: Proactive Notifications & Mobility


Category: Proactive Notifications & Mobility

West Corporation

Posted on September 14, 2017 by West Corporation 


How to Use an Outage Experience to Improve Customer Satisfaction

By Janet Mushrush, Director of Sales, Utilities

The power goes out, and a local utility company immediately springs into action to find a solution. But when the outage experience ends four hours later, a woman boots up her computer, opens Facebook and broadcasts to all her friends, “My electric company has lousy customer service.”

Most customers can’t describe good customer service, but they can tell when they’ve had a bad experience. It’s all about feelings. That’s right. Even in the highly regulated utility industry, good ol’ non-technical feelings still carry weight. Read More >

West Corporation

Posted on September 12, 2017 by West Corporation 


5 Types of SMS Conversations for Business

By Jody Kistaitis, Director of Sales

There are many ways to communicate with customers. But if you’re not effectively engaging them with SMS conversations, you’re missing an important piece of the customer experience.

According to Pew Research Center, text messaging — most commonly done as SMS messaging — is the most widely used smartphone feature, surpassing phone calls, emails and internet use. Read More >

West Corporation

Posted on August 25, 2017 by West Corporation 


How to Prepare Customers for a Storm

You can’t control everything in business, but you can prepare customers and control how you respond.

When the weather starts causing trouble, the problems may not be your fault, but your customers will be looking to you for answers. And proactive communication will go a long way. Read More >

West Corporation

Posted on April 19, 2017 by West Corporation 


How Utilities Should Respond to the Mobile Shift

Doug Thompson, Director of Product Development

According to Google, 87 percent of people now have their phones by their sides at all times.[i] Despite many utilities recognizing the need to address ever-rising customer mobility with newer, more proactive communication strategies, they still fail to make it a priority.

In my recent article published in CS Week’s Spring edition of Newsline Magazine (Page 3), I explore the customer experience (CX) challenges today’s utilities face, and offer my take on how utilities can capitalize upon the “mobile shift” that has gradually seeped into the industry. Read More >

West Corporation

Posted on April 11, 2017 by West Corporation 


Utilities Have a New Tool for Substation Safety

By Darren Thraen, Director of Sales, Utility

“If it’s not broken, don’t fix it,” the old saying goes. But how much weight does this cliché carry anymore? Did it ever?

Technology continues evolving, our expectations keep climbing and the world spins faster. Mostly because this quote was never founded in truth. Innovation shapes the world today. And it’s turning the traditional utility substation process on its head.

Read More >

West Corporation

Posted on January 24, 2017 by West Corporation 


How to Communicate During Emergencies

Surprises are best reserved for birthday parties and bouquets. When disaster strikes – like when the power cuts out – organizations can be sure their customers are actively seeking answers on the web, sending text messages and scouting out phone numbers to call. Failing to meet expectations during these time-sensitive situations means risking potentially irreversible damage — starting on social media and ending at the bottom line.

Read More >

West Corporation

Posted on January 13, 2017 by West Corporation 


Preparing Utilities for Winter Storm Jupiter

As utility companies organize for storms, each has a set of procedures to go through in preparing to make the event pass quickly and safely. They go through their documented and well-rehearsed plan to make the event as easy on their customers as possible.

As a provider of communications services, we also have procedures that we go through for storm preparedness.

Read More >

West Corporation

Posted on December 28, 2016 by West Corporation 


Tackling Hunger One Text at a Time

The classic adage “it’s better to give” rings especially true for one of our partners’ “Hunger: Not Impossible” project this holiday season. Not Impossible Labs and a leading retailer set out to simply address a complex issue: the rampant struggle for people facing housing insecurity to easily obtain fresh and healthy food. Recognizing that 50 to 60 percent of homeless youth and veterans own cell phones, they pulled in West and other technology companies to help support a modern SMS/text messaging solution that reaches them wherever they are.

Hunger: Not Impossible (HNI) empowers hungry citizens to send SMS/text messages like “HELP” and “STOP” to receive information about where to get their next meal. They’re currently piloting the project in Northwest Arkansas. Read more about how HNI is making a difference here. Read More >

West Corporation

Posted on November 21, 2016 by West Corporation 


‘Tis the Season to be Mobile

The smell of peppermint is beginning to fill the air, tunes on the radio are becoming undeniably festive and intricate lighting displays adorn houses before we have even carved our Thanksgiving turkeys. All these things make it clear that the holiday shopping season is upon us. This coming “Black Friday” marks the official kick-off, after all!

Read More >

West Corporation

Posted on November 7, 2016 by West Corporation 


Choosing the Right SMS Provider 4 U

With 64 percent of people preferring text communication to phone customer support[i], gone are the days of SMS as a mere alternative to the phone call. But moving forward with SMS/text messaging strategy can be a real business headache without understanding the ins-and-outs of what needs to happen behind the scenes. One of the biggest mistakes organizations make when selecting an SMS provider is not understanding their future requirements. Ensure you have a full understanding of your SMS/text messaging needs with this checklist. Read More >


West Corporation

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