Utility companies are, traditionally, in a tough spot when it comes to customer satisfaction. Though strides have been made in recent years, utility companies suffer from some of the lowest overall customer satisfaction rates - placing behind industries such as airline companies and auto insurance companies. Common complaints include difficulty paying bills, late technician appointments (or no-shows), and poor overall customer service.
To continue to compete in the competitive, low-margin landscape of utilities such as gas and power, it's important for utility companies to take the proper steps to increase customer satisfaction - and make the monthly payment of utility bills more than just a boring, unsatisfying chore.
Here are a few ways that utility companies can increase customer satisfaction - and get a leg up on the competition.
1. Offer Online Bill Payments and Paperless Billing
In our modern, digital world, customers have a certain set of expectations. One of these expectations is that it will be possible to set up online, paperless billing - or at the very least, pay a bill online with a credit card or a bank withdrawal.
Fewer people than ever want to pay for their utility services with a check, or by mail. Today's consumers have the option of buying almost everything online - and utilities should be no different.
Because of this, your company should take steps to offer online bill payments and paperless billing, at the very least. Other things you should consider including on your website is a usage monitoring system - so that customers can see how much they owe before they have to pay - and options like autopay.
Offering these services makes it easier for customers to pay. This reduces the time they have to spend doing things like mailing bills and writing checks - and increases their customer satisfaction. Even if they choose not to use your online payment services, it's wise to provide them with the option to do so.
2. Ask for Customer Feedback
Do you really want to know how you can improve? You could implement a system to allow you to gather honest feedback from your customers - even if you hear things that you'd prefer not to.
Creating an anonymous call line or feedback line is a great way to understand the way your customers perceive your company. Using DialMyCalls, your company can quickly set up an anonymous vanity number "hotline", where customers can call to give feedback about your services. You can also use advanced SMS text messaging from DialMyCalls to conduct text-based surveys, and get even more feedback from your customers.
Even if you have relatively good customer feedback and satisfaction rates, it's always valuable to gain a deeper insight into your customer's mindset, and attempt to elevate your standards and provide better service.
So consider using DialMyCalls for customer surveys - you're sure to discover valuable business insights that will help you improve the quality of your customer service.[click to continue...]
SMS marketing is incredibly powerful - especially with short code SMS marketing services from companies like DialMyCalls. Using DialMyCalls, your business can quickly send hundreds of custom-tailored SMS marketing messages directly to customers - providing you with an extremely valuable marketing tool.
It's been estimated that nearly 90% of SMS messages are read within three minutes of being received. When you compare this statistic to emails, which have only about a 25% open rate at best, it's easy to see the value of SMS marketing.
However, text message marketing isn't foolproof. It's easy to make the mistake of using this technology incorrectly. So, to help you market more effectively, we've put together a list of the most common SMS marketing mistakes - and how to avoid them.
1. Improper Call to Action (CTA)
The problem: The Call To Action (CTA) is the heart and soul of your SMS marketing strategy. This is the text that asks a customer to do something - come in for a discount on a meal, enjoy a half-price haircut, bring a guest to your gym for free, and so on.
The CTA is the most important part of your SMS message. Without a strong, obvious CTA, your customers won't understand what your marketing message is trying to say, which results in an ineffective campaign.
How to solve it: To solve this issue, it's best to follow CTA best practices. This article from Hubspot Academy is a great resource. Basically, you want to make your CTA:
There's more to it than that - so dig into the above article to learn more![click to continue...]
DialMyCalls offers a church calling service that is used by thousands of religious organizations all across the United States and Canada. Pastors, churches and religious organizations rely on our service to send out a automated updates and notifications to an entire congregation at once. Churches utilize our service to send out community event reminders, weekly church updates, prayer requests, fundraiser notifications, and much more. Let's take a quick look at how First United Methodist Church of Unadilla NY utilizes DialMyCalls:
Why Did 1st UMC of Unadilla Need a Church Calling Service?
Connect with the community for special events. First United Methodist Church of Unadilla, NY needed a church notification system capable of contacting 350-450 contacts at once.
Why Did 1st UMC of Unadilla Choose DialMyCalls?
"We were looking for a change in services due to an increase in price with the current solution and DialMyCalls had a good price and we decided to give it a try."
What Features Do 1st UMC of Unadilla Utilize?
First United Methodist Church of Unadilla, NY utilizes our phone polling feature to ask their congregation members questions via automated phone call -- keyed in responses are recorded into detailed call reports.[click to continue...]
Did you just finish setting up your DialMyCalls account? Congratulations - you're now using one of the most effective marketing tools for your small business!
Text message marketing is a powerful form of communication. In fact, around 98% of SMS messages are opened by customers - nearly quadruple the rate of email newsletters.
But you can't expect to achieve marketing success without a basic understanding of SMS marketing strategies. That's why DialMyCalls is here with a quick, simple guide to help you communicate more effectively with your customers using SMS. Read on, and learn with us!
1. Ask Customers to Opt-In to Your Messages
The first step to communicating with your customers is to start building a list of peopel who have "opted-in" to messages from your company.
If you already have a list of phone numbers, that's a good place to start - send a message to that list of individuals asking them to opt-in to your SMS messages. Some may say no - but the vast majority will be interested in receiving messages from you, especially if you offer a discount or a special offer to those who sign up.
You should also try to get more customers to opt-in, in person. Create signage for your store or business that lets people know about your SMS marketing campaign, and mention it to them when they're checking out.[click to continue...]
DialMyCalls offers a staffing notification system that is used by thousands of businesses all across the United States and Canada. Businesses, both big and small, rely on our service to send out a plethora of automated notifications such as employee notifications, event reminders, shift availability notices, schedule reminders, weather alerts, and much more. Let's take a quick look at how Acrobat Outsourcing utilizes DialMyCalls:
Why Did Acrobat Outsourcing Need a Staffing Notification System?
Acrobat Outsourcing required the ability to send out requests via text message to people to see who is available for shifts and get responses back via our 2-way texting feature when needed.
Why Did Acrobat Outsourcing Choose DialMyCalls?
DialMyCalls is very cost effective as well and Acrobat Outsourcing loves the capability of being able to send out automated phone calls in addition to text messages.[click to continue...]
Paying for cell phone service can be expensive. Especially if you have a really high-end phone, the bill for monthly service can be way out of your price range. So what are you supposed to do if you want to own a nice cell phone, but don't want to pay for service? One solution is to get your texting and calling done by other means.
There are apps you can download that will allow you to text and call for free, but not all phones support these apps and you might be limited in the amount of call time you get or the amount of texts you can send. Thankfully there is one completely free way you can send text messages that doesn't require any other downloads or services, texting via email.
Many people are completely unaware that almost every mobile company has an email address for texting that you can use your own email address to send texts to, thus effectively sending a text message from your email account directly to someone's cell phone inbox. Let's take a more in-depth look at just how you can accomplish this, and what the pros and cons are of texting via email, especially if you are trying to text many people at once.
How Can You Text via Email?
Texting via email is unbelievably simple, you simply type in the email to SMS gateway for whatever carrier your recipient uses, and punch in their cell phone number in front of the "@" sign. For example if your recipient's cellphone number is 1-123-456-7891 and their carrier is AT&T, you would type in the following address in the "send to" box: "email@example.com". Almost every single carrier has its own address for this specific purpose, here is a list of all the major carriers' email to sms gateways:[click to continue...]
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