You can’t control everything in business, but you can prepare customers and control how you respond.
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 >
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.
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.
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 >
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!
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 >
When it comes to operating a successful contact center, most brands understand the major role outbound campaigns play in creating a connected experience across the customer journey. Strategically different than inbound operations, outbound campaigns require a number of uniquely proactive considerations to ensure processes are hitting the mark — both short-term and long-term.
When a shirt doesn’t fit quite right, or the cable bill is steeper than in the past, customers expect reliable communication to rectify the inconvenience. But what if a person’s well-being depended on a brand’s ability to deliver timely interactions? Often, keeping customers connected is not only a luxury, but a necessity.
That was the case when a devastating flood hit West Virginia and an entire community was left without power and easy access to the pharmacies on which they relied for essential prescriptions. In the midst of this disaster, one pharmacy opened a mobile pharmacy to ensure folks in need were able to get their medications. Read More >
Every brand is unique, every division within a business is unique, and each customer reaching out to each division is particularly unique.
It’s easy to see: With unique goals and preferences, customers don’t want to be “talked at.” They want to be heard.
Implementing a communication strategy without an inside look at their wants and needs is like convincing a toddler to eat broccoli because “it’s good for them.” Read More >