Every utility customer deserves equal access to important information. Whether they’re viewing an outage alert, learning about savings programs or exploring financial assistance, these digital communications should be easy to read, navigate and understand. Responsive design plays an essential role in creating accessible utility communications. By automatically adapting emails and webpages to different screen sizes
Every utility experiences periods of high call volume. Whether it’s a major storm, the introduction of a new rate plan or an unexpected high bill, customer questions can quickly overwhelm call centers. For most utilities, call centers typically handle between 2 to 3 million customer calls each year, representing an estimated $20 million in
Sending more emails doesn’t always lead to greater customer engagement. Utility customers are inundated with messages every day. When communications aren’t relevant to their needs, interests or lifestyle, they can quickly become disengaged. “Customers are receiving personalized experiences everywhere in their daily lives,” says Joe Pifher, Creative Director at Questline Digital. “These interactions are changing
What if utility customers could understand the purpose of your email without ever reading the full message? This scenario is becoming increasingly common as artificial intelligence (AI) transforms the inbox experience. Major email providers, including Gmail, Apple Mail and Microsoft Outlook, now use AI to prioritize messages, generate summaries and help users quickly identify what
Utility communicators face a common challenge: How do you increase customer engagement without sending more emails, adding complexity or overwhelming busy teams? That’s the focus of Episode Two of Questline Digital’s Powering Engagement Podcast Series, Smarter Targeting & Optimization. Building on the fundamentals discussed in the first episode, the conversation explores how utilities can move