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Layna Shuppert's picture
Marketing Communications Manager Message Broadcast

Message Broadcast provides engagement solutions that shape customer experiences for the world’s top brands. As a leader in intent-driven conversation, Message Broadcast improves customer...

  • Member since 2020
  • 6 items added with 2,744 views
  • Nov 6, 2020

Pandemic-related unemployment rates are out of control, but these numbers don’t paint an accurate picture of what’s truly happening. It’s actually much worse. Official unemployment figures only reflect those who are actively searching for a job. They do not account for the underemployed, furloughed, or anyone who has simply given up.  

What does this mean for the utilities industry? It’s likely going to get worse before it gets better.  

But what if there were a way for utilities to stem the impending flood of delinquencies—before they begin. Respond strategically now to prevent disconnects later. 

Customers with flawless payment histories are finding themselves facing an unwelcome reality: for the first time in their lives, they’re having to choose between food or bills. They may WANT to pay their bills but currently can’t and, for many, this creates a paralysis-inducing shame.  

How can you help them? Offering a deferred payment program is only the beginning.  

Proactive, empathetic outreach coupled with easy-to-navigate self-serve tools gives customers a sense of control when their world has turned upside down. 

Effectively promoting and communicating your program with empathy and the right digital experience is critical. Furthermore, the right session flows and mobile-centric experience will produce exponentially higher rates of desired behavior, influencing customers to resolve any issues outside your call center. (For the best results, work with a digital communications expert.) 

Utilities that are quickly and efficiently able to deliver a highly personalized experience to customers, at scale, are currently seeing predictable payment performance. What’s more, customer sentiment in response to these campaigns is overwhelmingly positive.  

Customers appreciate the opportunity to recover financially and prefer using their mobile devices to set up their plan rather than speaking to a call center agent. 

The mobile experience itself has resulted in an added benefit – many customers, grateful for the gesture, are opting to pay their bills on the spot.


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Thank Layna for the Post!
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Matt Chester's picture
Matt Chester on Nov 6, 2020

During these most uncertain and stressful of times, customers are no doubt going to remember who helped them out and who didn't, so having utilities do everything they can to prevent disconnects will be a huge factor in the coming years of overall customer impression of utilities

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