1 minute read
Customer Engagement
Customer Emails
Ahead of impacts from both storms, an email warning customers of the potential for severe winter weather was sent to customers living in the zip codes used to make medical robo calls. Over four days, 671,271 customer emails were sent in 2 different targeted segments, 35% of recipients opened those emails, generating 18,125 clicks.
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February 13th Email Stats
• 258,833 emails delivered • 27% opened (72,268) • 4,040 clicked Most clicked link: Dominion Energy App landing page
February 17th Email Stats
• 412,438 emails delivered • 40% opened (165,009) • 14,085 clicked Most clicked link: Storm Prep Tips
Sample email: does not show all content
Customer Engagement on Social
• 85.9% Of messages replied within SLA • 1,388 Volume of published messages (+675%) • 4,287Volume of messages resolved (+1064%) • 1,355 Inbound messages replied (+726%)
• 489 Public messages replied (+ 773%) • 866 Private messages replied (+701%) • 10min, 56 Average of responses meeting SLA
Sample Positive Comments
