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West Corporation

Posted on April 9, 2008 by West Corporation 


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Utility Industry Rethinking Customer Communication

Recent Article Touts Effectiveness of Automated Messaging

Mobile, AL, April 9, 2008 — Televox Software, a leading provider of communication solutions, was recently highlighted in an E Source focus article about proactive customer communication. E Source, an energy business intelligence provider, offered the article to subscribers via its website, www.esource.com.

According to E Source, over the past few years many of the leading U.S. utilities have been searching for a way to better communicate with customers. Until recently, manual telephone calls and mailers were the only link between the utility company and the people they served. When it came to notifying customers about power outages, service appointment reminders and payments due, manual telephone calls were falling short. With an ever expanding database of customers needing to be contacted, utilities have had to test other means of communication and have come up with a solution — automated outbound messaging.

This type of messaging has been around for years. Dental and medical practices have been utilizing this type of communication between their offices and patients since the early nineties through industry leader Televox Software TeleVox provides a subscription-based automated telephone messaging service through its flagship product HouseCalls®.

With the capacity to make 350,000 calls per hour using HouseCalls, a business has the opportunity to contact thousands of more customers when compared to a manual call center, saving the company valuable staff time. Another benefit for many utilities is the low cost associated with this service. At just pennies per completed call, many companies are experiencing significant savings. Automated calls are much less expensive than hiring for manual call centers or paying employees to make calls.

So how do customers feel about this new avenue of communication? One may assume that automated messages are impersonal and could leave the customer feeling unimportant. However, surveys conducted by JD Power show that utility customers who were contacted via automated message after service interruptions were much more satisfied than those who did not receive a call. It seems that the use of automated messages in this case made a difference in how the customer viewed their service provider. According to Harvey Ellis of Georgia Power “Customer expectations are going up and you constantly have to do things to keep up with that.”

To read the entire E Source article, click HERE. For more information on HouseCalls or to schedule a demonstration, contact TeleVox by calling 800-644-4266 or e-mailing info@televox.com.

About TeleVox – Televox Software, based in Mobile, AL, is a leading provider of communication solutions for the utility industry. With over 16 years of experience, TeleVox offers a full range of products, including outbound messaging; data append services and survey delivery systems. Supported by a state-of-the-art infrastructure, TeleVox solutions resolve time-consuming communication issues associated with customer notifications, appointment reminders and collections efforts. TeleVox has a worldwide presence in over 14,000 organizations and delivers millions of messages weekly via telephone and the Internet.


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