Re: [AFMUG] Notifying customers

[Jesse DuPont]

For sure, some people won't receive the notification if their Internet from us is down (because they're not in cell coverage), but it's a very small percentage. They also won't receive an email (which more often than not goes to spam anyway). And most of the older generation (I'm in my 40's, so I'm speaking of my parents) are using iPads now anyway. Overall, using FB has been very effective at reaching a large percentage of our customer base. We do also update our IVR when we have outages so people calling get it there, but it happens more quickly on FB.



Jesse DuPont

Owner / Network Architect
email: jesse.dup...@celeritycorp.net
Celerity Networks LLC / Celerity Broadband LLC
Like us! facebook.com/celeritynetworksllc

Like us! facebook.com/celeritybroadband

 

On 4/14/21 5:23 PM, Jan-GAMs wrote:

Some of our customers use cell phones, some live in areas where cell phones don't work and most of our customers are older than dirt.  Many use computers to communicate with the outside world.  No internet, their world is broken.

On 4/14/21 3:35 PM, David Coudron wrote:

The majority of our customers receive email/twitter and check Facebook from their phones.   In fact, I believe the majority of customers use their phone as their primary email platform.   Very few check email from computers anymore.  However this is skewed by age.  Older customers use the computer more than younger ones.   Customers in their 20s and 30s hardly ever touch a computer and receive email/twitter updates easily during an outage.  While their phones are set to use wifi, when it isn’t there they continue on cellular.

 

Regards,

 

David Coudron

 

From: AF <af-boun...@af.afmug.com> On Behalf Of Jan-GAMs
Sent: Wednesday, April 14, 2021 5:30 PM
To: af@af.afmug.com
Subject: Re: [AFMUG] Notifying customers

 

let's see, your customer is in an outage and your method of reaching out to them is via FB, email or twitter?  what's wrong with this picture?

On 4/12/21 9:24 PM, Jesse DuPont wrote:

We use a Facebook group and avoid posting anything except outages (planned or otherwise) so they stick on it.
We will also do emails if we have a whole tower own for a planned outage.



Jesse DuPont

Owner / Network Architect
email: jesse.dup...@celeritycorp.net
Celerity Networks LLC / Celerity Broadband LLC
Like us! facebook.com/celeritynetworksllc

Like us! facebook.com/celeritybroadband

On 4/12/21 8:39 PM, Steve Jones wrote:

We have an alerts group on facebook customers can opt into, we ha e Twilio half set up for powercode to message through, but it seems clunky, otherwise we just update server plus to handle inbound calls.

 

On Mon, Apr 12, 2021, 9:31 PM Chuck McCown via AF <af@af.afmug.com> wrote:

Wow, Twitter?  I am not a Twitter user.  I wonder if my customers are?

Sent from my iPhone

On Apr 12, 2021, at 7:48 PM, Andrew Haninger <ahan...@gmail.com> wrote:



Email and Twitter.

 

On Mon, Apr 12, 2021, 21:40 Chuck McCown via AF <af@af.afmug.com> wrote:

What is the best way to notify customers of planned maintenance outages?  Robocalls, text, email? 

Sent from my iPhone

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