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
The utility company’s brand and own social media accounts are monitored to be responsive to customer feedback posted on social media channels.
Turning Analytics into Action to Protect Brand Reputation
Obtaining information about outages through social media channels alongside other sources of data, the customer service management team was able to adjust resources to restore services and mitigate a negative reputation impact.