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