Electricity, water, and gas are utilities we rely on to always be available, and we quickly become alarmed when they’re not. When interruptions do occur, utility companies have their hands full trying to keep up with the influx of calls from frustrated or angry customers. Even when there aren’t interruptions, however, it’s still a challenge to manage the volume of customer calls regarding routine matters like paying bills or scheduling service calls.
For this reason, utility companies must have an efficient and effective way to communicate with their customers, regardless of the time of day or night, on two crucial levels:
1) Live call answering and customer support, day and night
When calling a utility company, customers need and deserve to reach a live person who’s able to relay clear information that will resolve their problems—whether that’s resolving the amount due on a bill or dispatching service for a break in a water line. When customers are put on hold for long periods of time or are sent into a voice mail loop, their frustration escalates.
To achieve this with in-house staff receptionists is costly and unreliable given the fluctuations in call volumes and that staff members aren’t available around the clock.
2) Express messaging
In the event of a service interruption, utility companies need to be able to send a mass message quickly to the affected customers.
As discussed in What Is Express Messaging And Do I Need It?, express messaging is an advanced yet easy way to send emergency alerts or friendly reminders to any defined group of people. The system is incredibly simple to use, reliable, and affordable, so it’s a win-win for utility companies in need of communicating quickly with their customers.
For example, towns and municipalities of all sizes are turning to express messaging for effortless communication with residents. The automated message-sending platform distributes information instantly to all residents by text, email or automated calls. Towns are finding that express messaging spreads the word more effectively than traditional modes of communication, and town leaders are using the system for numerous purposes such as instant alerts for storm emergencies or notifications of changes in public services.
With the two-prong approach of the friendly receptionists at live answering services and express messaging, utility companies have all their communication bases covered—day or night, every single day of the year.
Voice Link of Columbus, Inc., offers state-of-the-art technology solutions delivered by friendly, service-oriented call center professionals who provide customized customer service 24 hours a day, 7 days a week. Our team of professional receptionists goes beyond call answering to assist you with communications and business solutions like express messaging so that you can focus on working as distraction-free as possible.
We offer month-to-month service agreements to meet the needs of any utility company or business regardless of size. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.