Do you struggle to keep your customers informed during large-scale outage events? Are your call centers overwhelmed when a strong storm batters your region? If this is a constraint your organization currently faces, then it might be time to examine how you communicate important information when service is interrupted. 

To better serve your community in a time when demands and expectations are changing, public service providers need to be aware of the most effective ways to reach customers when critical information needs to be disseminated. 

In this blog post, we present a series of modern communication approaches and outage management solutions that will facilitate the sharing of important information when unexpected high-impact events disrupt routine service and operations.

But first, it’s important to understand why some communication efforts fail when trying to interact with your customers. 

Here are some of the most common outage communication mistakes:

  • Messages shared at the wrong time or without context generate frustration and confusion. 
  • Sharing too much information is likely to disturb customers, leading them to unsubscribe from alerts and other communications.
  • Residents that receive messages in unfamiliar formats or languages might overlook the information.

To avoid these mistakes when trying to provide critical outage information, utility personnel need to understand the following keys to fostering a lasting digital relationship with modern utility customers.

Timely and Actionable Communications Are Key

Digital savvy customers expect immediate and personalized interactions. That’s why sharing real-time outage information that is tailored to each customer’s specific needs will enable better situational awareness during every incident. 

By leveraging the DataCapable® Platform™ during severe electric interruptions, your organization will be empowered to put out timely notifications so affected parties can receive details through their preferred platforms. With cutting-edge features, administrators will be able to provide context as events develop such as what caused the outage, how big the impact is, the status of the work crews, estimated time of restorations (ETR), and much more. 

Share Adequate Information and Be Consistent

Today’s customers expect to be informed at any time and anywhere. Therefore having a proactive communications strategy and tools that allow you to reach them before, during, and after a large outage event takes place will boost trust and credibility with people in your community. 

As climate-driven disasters and other high-impact events continue to threaten grid reliability, having DataCapable’s powerful outage communication technology at your fingertips will allow your customers to get the information they need at the right moment and place — resulting in fewer calls made to your call centers. 

Offer Flexibility To Switch Between Channels

When electrical service is interrupted, offering customers the ability to navigate through their preferred channels — and the flexibility to seamlessly transition on different devices — will be crucial when trying to relay important information to customers.

DataCapable’s agile outage management system empowers operators to disseminate details about any incident through email, text, web, and social media at any time of day. With 24/7 2-way communication channels that enable residents to report outages via text messages, community members will feel they are being taken into account. 

Proactive Communications Enable Stronger Community Relationships

To connect effectively with modern utility customers, proactive communications are essential to ensuring customer safety and satisfaction. Learn how DataCapable’s outage communications solution can help you weather any storm. Request a demo today!