January 18, 2018 | Blog
With a proactive and relevant communication strategy utilities can turn an abstract electric bill into a conversation starter that helps the customer:
The monthly bill is becoming a footnote when proactive communication is used to focus on individual customer energy use. The multi-channeled approach includes using email, videos, text messaging, VRUs, and the CSR as a last resort. By the time the bill arrives, all chances of “bill shock” should be gone. The customer should see the bill as a simple confirmation of what they expected.
Note the key components of this approach:
Here is an overview of the tools at your disposal to build your own proactive bill communication revolution:
Benefits for your utility include reduced cost, call avoidance, increased customer satisfaction, and positioning the utility as a trusted advisor. The payback is enormous.
Jan. 25th at 2:00 Eastern Apogee will host a webinar “Proven Strategies for Growing Email and Phone Number Lists” with special guests from Duke Energy, PPL, Jackson EMC and LCEC all will share their experience with successful customer engagement campaigns.
Contact Karen Morris to learn more about how you can take the confusion out of your utility bill and empower your customers with a comprehensive outbound communications strategy.
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