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.
Luckily, addressing emergencies with more proactive communication has the opposite effect. Companies in the utility and pharmaceutical industries, for example, can increase customer satisfaction and cost savings by addressing a whole array of concerns, from preparedness tips to prescription refill reminders, before customers even recognize a problem. In fact, West helped two distinct companies realize the benefits of proactive communication firsthand, facilitating a total of 5.2 million outbound messages during Hurricane Matthew in 2016.
Providing timely and reliable automated outbound communications for customers in need can free agents to respond to more complicated call types, reduce operational costs, and create customer advocacy that stretches well beyond an isolated instance.
When customer uncertainty is in the air, leaning on a thoughtful strategy and consultation from an experienced strategic partner can help companies thrive – and in our clients’ cases – even save lives.