Seventy-eight percent of utiltiies organizations surveyed said that the phone is their most important outbound channel, according to the commissioned study conducted by Forrester Consulting on behalf of TransUnion, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications.
However, failure to answer, spam mis-tagging, old or inaccurate data, and lack of trust in the phone result in low right-party contact rates. In addition, sixty-eight percent of respondents called out messaging silos by product/brand and fifty-six percent said silos by channel as top challenges.
Energy, waste, and utilities companies can look to technology vendors for solutions that leverage phone behavior intelligence to help them reach the right customers on the right day at the right time. In addition, respondents are looking for solutions like branded calling that can that help reassure customers that it’s them calling.