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Manage Notification Preferences for Energy & Utilities Customers
Use the Contact Center Console to manage customer communications preferences including the frequency of notifications for bills, payment reminders, outages, offers, promotions, and work orders.
Notification Preference is a guided process that allows an agent or a customer to maintain the customer's contact preferences. The Notification Preferences card is displayed on the console, web, or mobile app by selecting the Manage Notification Preferences Action.
The Notification Preferences can also be included in other processes like Move-in or Create Account. The Notification Preferences include the Preference Categories listed below. These categories can be modified or extended based on business rules.
- Bill Notifications
- Payment Reminders and Notifications
- Outage Notifications
- Offers and Promotions
- Work Order Notifications
The Notification Preferences include the Notification Types listed below. These Notification Types can be modified or extended based on business rules.
- Phone
- Text
- Do Not Contact -Do Not Contact Hours From & To
- Use the Identity Verification feature to verify the identity of the caller and launch the customer's accounts page.
- On the customer accounts page, select Manage Notification Preferences from the Notifications panel.
- Specify the notification preferences.
- Click Submit.
- Click Finish.
