Major Utility Company Adjusts Resources Based on Real-time Social Media Alerts
Gone are the days of simply phoning in to report a utility outage. Using DigitalStakeout Scout, a major utility company is identifying outages and customer service sentiment from social media channels. The company’s customer service management team utilizes data obtained from DigitalStakeout with other sources, like phone calls, to obtain a complete and clear picture of outages and areas of concern. With a clearer and complete picture, the utility company adjusts resources accordingly to restore services and mitigate a negative reputation impact.
Monitoring Customer Feedback on Social Media
When the weather changes and crisis strikes, utility customers take to social media. The utility company’s brand and own social media accounts are monitored to be responsive to customer feedback and outage reports being posted on social media channels.
Customer Service Management & Operations Reviews Alerts
Using DigtalStakeout Scout entity analytics, the management team identifies outages posted on social data channels and focus in on customer sentiment. DigitalStakeout Scout automatically detects and alerts to operational hazards such mentions of power outages, road blockages and malfunctioning traffic lights.
Turning Analytics into Action to Protect Brand Reputation
When crisis strikes and the power goes out, the company wants to find the most effective ways to respond. Obtaining information about outages through social media channels alongside other sources of data proved to be a critical asset. The customer service management team was able to adjust resources to restore services and mitigate a negative reputation impact.