5 Reasons Your Outage Communications Aren’t Working
- Nov 10, 2021 9:59 pm GMT
The murmurings begin on social media…neighbors checking with neighbors to see if their power is out. Your phone number is posted and, within minutes, a flood of activity hits the call center, overwhelming the lines.
Hold times increase, patience decreases, and your customer care team scrambles to provide answers amid escalating chaos.
The answer seems simple: Proactively communicate with customers before they call. Easy, right? Except, it’s not so easy. Let’s look at some common pitfalls.
1. Right Message, Wrong Time
With lengthy approval processes, your perfectly edited message is sent an hour later than intended, rendering it old news. Unfortunately, the right message sent at the wrong time is more damaging to your brand than not sending anything at all. It shows you tried – and failed.
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