In today’s fast-paced world, utility customers expect more than just power, they expect clear communication, real-time updates, and reliable service, especially during outages. Utility providers that fall short risk losing public trust and customer satisfaction. That’s where DataVoice steps in. Our integrated solutions help utilities modernize their customer experience by improving transparency, communication, and response times.
Real-Time Outage Management That Builds Trust
When the lights go out, frustration rises, especially if customers feel they’re being kept in the dark. The DataVoice Outage Management System (OMS) empowers utilities to restore service faster and communicate clearly every step of the way.
Key features include:
- Interactive outage maps for public visibility
- Automated alerts via text, email, or IVR
- Automated estimated restore times (ERTs)
By providing regular, proactive updates, utilities can reduce inbound calls, ease anxiety, and strengthen customer confidence.
24/7 Self-Service with Intelligent IVR
Customers want answers without waiting on hold. Our Interactive Voice Response (IVR) system gives customers easy access to real-time information at any hour, improving satisfaction through convenience.
With DataVoice IVR, customers can:
- Report outages quickly
- Check outage and restoration status
- Access billing or account information
- Speak with a live representative if needed
- Make a payment
IVR reduces call center volume while empowering customers to get the help they need on their own terms.
Keeping Customers Informed with Multi-Channel Notifications
When it comes to service outages, customers don’t want to wonder what’s going on, they want to know. Whether it’s an unexpected service disruption or a planned outage for maintenance, timely and accurate communication is key to maintaining customer satisfaction. DataVoice enables utilities to send proactive notifications across multiple channels, including text, email, phone (IVR),web, and mobile apps. This ensures that critical updates reach as many customers as possible, no matter how they prefer to receive information.
Utilities can keep customers informed at every step:
- Outage awareness: Let customers know their outage has been detected and crews are working to restore their service
- Restoration confirmation: Notify customers when their service has been restored.
- Planned outage alerts: Give customers advance notice of scheduled work so they can be prepared
This multi-channel communication approach not only improves customer satisfaction, it also reduces employee frustration by reducing the volume of inbound calls. When customers are kept in the loop, they feel heard, informed, and reassured, resulting in fewer frustrations and stronger relationships with your utility.
Empowering Field Crews and Office Staff with Real-Time Insights
Customer satisfaction starts internally. Your crews and office teams need fast access to shared data to deliver responsive, informed service.
With DataVoice, your utility gains:
- Real-time coordination between field crews and dispatch
- Better visibility into issue status and resolution timelines
- Clear communication loops between the utility and the customer
By improving internal alignment, your teams can deliver quicker service and communicate updates more accurately to the public.
Building Stronger Utility-Customer Relationships
At DataVoice, we believe that effective communication is the foundation of trust, satisfaction, and long-term customer loyalty. Whether during outages or daily service interactions, our tools help utilities build stronger relationships with the communities they serve.
Ready to Improve Your Customer Satisfaction Scores?
Let us show you how DataVoice can help your utility modernize communication, improve response times, and keep customers informed. Contact Us Today to schedule a demo or learn more.
