Empowering Utilities with High Impact Video Messaging
Today Apogee Interactive announced the release of their comprehensive proactive video communication series for electric utilities introducing new rate structures. Building on their unprecedented success with Personalized Video Messages for bill explanations and other relevant messaging, Apogee is now applying this proven technique to this growing communication need. Many utilities have announced time-based rates or are evaluating options for moving beyond volumetric pricing models. All are concerned about potentially damaging their brand or customer satisfaction rankings when these new rates are implemented.
Apogee’s Personalized Video Messaging – Rate Series is carefully crafted to communicate the availability and advantages of each new rate. Accompanying online calculators help customers evaluate the various options in the context of their usage patterns and flexibility. Moving to the new rate is facilitated by readily available clickable sign-up links.
A recently released HubSpot report The State of Video Marketing in 2019 shows a stunning 87 percent of marketers are using video to deliver their messages today. The same report shows customers prefer video as a learning tool for product instructions and explanations. Studies continue documenting that retention of a video message runs 95 percent vs. 10 percent when simply read as text.
Personalized video messaging using a customer’s billing history, home profile data, and/or AMI data has a proven track record with dozens of Apogee’s utility clients experiencing remarkable results, some in use for more than 5 years with insignificant customer opt-outs and extraordinarily positive customer reaction.
Apogee CEO & Co-Founder, Susan Gilbert, states, “Rate-change communication should begin long before the change impacts the bill, giving customers time to learn and adjust, and showing them the available choices.” She added, “Customers appreciate transparency and the chance to make informed decisions, which can even lead to higher customer satisfaction and better customer engagement.” She continued, “Apogee’s Personalized Video Messaging gets 92% positive feedback from utility customers and click through rates an astounding 15 times industry standards. Surveys show that 99% of recipients would like to continue receiving the videos and we have seen Net Promoter Scores double with customers receiving the videos.”
The Personalized Video Messaging – Rate Series can be used as a stand-alone solution or in conjunction with other video messaging modules like Bill Explanation, Beat-the-Peak, Storm Notification, and Mid-Cycle Bill Alerts. The rates series includes personalized rate explanations and bill predictions customized for each rate choice, optional solar and electric vehicle clips, and potential dollar savings predictions for each new rate. Utilities will benefit with enhanced customer engagement, improved program participation, better brand perception and fewer calls to the call center.
To learn more about this powerful high impact communications strategy contact info@apogee.net or visit apogee.net .
About Apogee Interactive:
Apogee Interactive is a woman-owned business and one of the nation’s leading full-service provider of proactive customer engagement software services for utilities. As a partner with the energy industry since 1993, Apogee’s digital engagement platform delivers proactive and personalized communication to hundreds of North American utilities from coast-to-coast, including some of the largest and most progressive, such as Southern Company, Eversource, ConEd, Lakeland Electric, and Jackson EMC. For more information visit apogee.net or LinkedIn.
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