Two thirds of residential water users can’t recall receiving any communications from their water provider—95 percent can’t recall receiving more than three.

Why does it matter?

Proactive communication from water utilities can not only have a powerful impact on customer satisfaction but can also help lower costs, improve efficiency, and build advocates within a community.

How does it work?

Imagine if you could answer customer questions or concerns before they called you. Or even better, could solve an issue before customers were even aware of it? Being able to resolve concerns before they became problems would mean fewer phone calls, fewer visits to your office, and more satisfied water users.

The truth is, you probably already know the main reasons customers tend to call or visit your office. Is it to make a payment? Ask a question? Respond to the unexpected (like a service disruption)? Express Concern? Or get information?

By predicting when these kinds of needs will arise, you can start the conversation.

Need help implementing either of these strategies? Request a free consultation with a utility communication expert.

Benefits of Proactive Communication

  • Decrease support calls: By identifying and resolving issues before they become a problem, your organization can reduce the number of calls and office visits you receive.
  • Change the conversation: Being proactive gives you the chance to be involved in conversations and can help shape discussions around priorities that matter most to you.
  • Prepare customers to heed your call: If you want your customers to respond quickly to your calls to action, you need to have their trust. Trust is built with every meaningful interaction.

  • Meet and exceed customer expectations: Today’s utility customers want and expect greater transparency and information.
  • Create Advocates: Effective, ongoing customer communication strategies can raise community awareness of the value of water and can help build trust. Having your customers on your side will reduce pushback and make important issues like development projects and rate changes easier for everyone to digest, from elected officials to the general public.

Get started with with Yoppify’s 5 rules for successful customer engagement.

Published On: July 15th, 2021 / Categories: Uncategorized /

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