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Utilities
Increase first-time access and elevate customer satisfaction leading up to and on the day of service.
Day prior
Morning of
Prior to
Following
Automated appointment reminders
Send a message to customers via the channel of their preference to remind them of their appointment. Offer a link to the Manage My Appointments self-service customer portal to reschedule if they need to.
Providing day of service messages and real-time tracking for your customers enables them to plan their day to be home. Customer tracking of the mobile engineer's arrival reduces no access and dwell time.
Proactive communication
On the day of service, use existing job data to trigger a notification to your customer that their appointment is scheduled for that day and they will receive ETA information closer to the visit.
Keeping customers in the loop on the day of service reduces anxiety and ensures they know when their technician is going to arrive, preventing them from clogging your call-centre with unnecessary calls.
Real-time service tracking
When a mobile operative is en route to an appointment, the customer will be automatically notified. Customers can track their mobile engineer's arrival using a real-time map with up-to-date traffic information.
With Chat My Way, enable customers to send messages to your operatives about their appointment. Or let them know if they’ve just stepped out.
Immediate feedback
41% of customers want to rate a service. Listen to your customers by gathering their feedback immediately following job completion.
Dynamic alerting to back-office staff ensures that negative experiences are addressed and positive experiences are commended.
Configurable platform
Choose which feature-rich modules and apps you need based on your existing technologies.
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Customer communication checklist
Keep customers in the loop on the day of service to increase first-time access rates for energy, water and smart meter appointments.
Customer communication SMS templates
Increase customer satisfaction and reduce failed access with SMS and email templates to communicate with customers around appointments.