Utility customers not only crave solutions for more reliable communication, but desperately need them. As Hurricane Matthew impacts Florida, West’s utility partners are working to provide the instant peace-of-mind customers need. Determined to keep customers in-the-know throughout Matthew’s entire lifecycle, West is helping ensure every customer’s voice is heard during this time of crisis.
In addition to strategically placed outbound voice messages, text messages, and emails to inform and prepare customers before their areas are impacted, companies are able to leverage High-Volume Call Answering (HVCA) systems and Mutual Assistance Routing Systems (MARS) to cut through excessive call volume during and after the storm.
To avoid busy signals, utilities are using HVCA to route customers to highly efficient interactive voice response (IVR) platforms that quickly authenticate callers, and provide an efficient way to quickly report outages and acquire information like estimated restoration times. It is freeing up contact center resources to address more complicated call types.
The perfect supplement, utilities can lean on MARS to summon the support of specialized customer service representatives in unaffected parts of the country, ensuring every call is handled readily.
If the power goes out, customers are able to call and trust that their concerns are addressed promptly. They are free to provide essential pieces of information via interactive voice response (IVR) and receive instant reassurance through consistent prompts. And when concerns arise and require human intervention, MARS is playing a vital role in ensuring customers receive the agent support they need.
As the effects of Hurricane Matthew continue to be felt, customers have little patience for service interruption or busy signals. Our utility partners in Florida are working diligently to help customers weather the storm by leveraging the tools necessary to efficiently address every customer in need, thoughtfully automating the right interactions and freeing up agents to respond to callers when they need help the most.