Increasing Customer Engagement with Enhanced Outage Communications Channels
Date: Dec 19, 2018
Time: 2:00 PM ET
In 2017, responding to customers’ increasing preference for prompt, personalized outage information, Hydro Ottawa embarked on a journey to modernize its outage communications channels. The utility chose to invest in three major areas: social media and video, a mobile app, and virtual assistants such as the Amazon Echo. Hydro Ottawa increased the resources allocated to social customer care and hired a videographer who could quickly be deployed to the scene of an outage, often releasing video of restoration work in under an hour. To better accommodate customers’ increasing preference for mobile-friendly solutions, Hydro Ottawa launched a new mobile app in May 2017 and is working to make its outage data, including ETRs, discoverable on virtual assistants.
Attend this webinar to learn how Hydro Ottawa’s communications improvement efforts have increased customer engagement along with its customer credibility and trust rankings.