Best practices to drive digital communication with GOCare

This article outlines proven strategies to increase customer adoption of GOCare’s digital channels. It covers promotion tactics, keyword-driven self-service, use of GOCare products like Reach and OutageIQ, internal training, and tracking success metrics.

Proactively highlight SMS as the primary communication method across all customer touchpoints:

• Website banners – not only on “Contact Us,” but across key site pages.

• Welcome and onboarding emails, quarterly newsletters, and billing inserts.

• Bill statements, PDFs, and marketing materials – include “Text or call us.”

• On-hold messaging – remind customers they can text the same number.

• Social media and customer portals:

• Truck wraps and community event displays:

Use consistent messaging, such as: “Text us at 800-XXX-XXXX for updates, help, or outages.”

💡 Tip: At community events, demonstrate live how to text or use GOCare tools, especially for senior customers or those new to fiber.

Popular keywords include:

• OUTAGE – report or check outage status (where available)

• BAL – balance information

• APPT – scheduled appointments

• DUEDATE – payment due date

• ACCT – account number linked to mobile (where available)

• PAY – recent payment posting

• HELP – general support

ℹ️ Info: Place keyword lists in your website FAQs or Terms & Conditions. Consider printed magnets or door tags to keep them accessible

Customers must be opted in to GOCare messaging to use keywords.

• If a customer has sent STOP, they must send UNSTOP themselves to re-enable.

• If never opted in (or with a new number), agents can send an invitation. The customer responds ACCEPT to activate.

Encourage digital-first behavior by embedding texting and chat options into everyday experiences:

• Add the GOCare webchat widget to your site.

• Train CSRs to say: “Text or email us anytime” after calls.

• Add “Did you know you can text us?” to IVR hold music.

• Use chat icons instead of phone icons, and show they are two-way.

• Promote digital-first in website and social media copy:

If purchased and launched, use OutageIQ to send proactive messages during:

• Planned maintenance

• Unplanned outages

• Long-term outage updates

• Restoration notices

Best Practice: Pair with GOCare SmartVoice to intercept inbound calls and play outage announcements. This reduces call volume and builds trust.

Use GOCare Reach campaigns for:

• Announcing new services or upgrades (e.g., copper to fiber).

• Sharing privacy notices.

• Promoting referral programs or seasonal deals.

Segment messages by customer type, service area, or behavior. Auto-tag each campaign to capture inbound responses and measure success.

Encourage behaviors like autopay and paperless billing by offering small credits or rewards. This creates a direct link between digital adoption and customer savings.

Frontline staff must understand the value of digital channels:

• Digital improves customer experience and reduces call volume.

• Provide refresher sessions or quick tip sheets.

• Reinforce that no app is required.

• Encourage staff to promote texting during every customer interaction.

Use GOCare dashboards to monitor adoption and outcomes:

• Track tag usage and campaign response rates.

• Share internal wins—higher engagement, faster responses, revenue impact.

• Highlight cost savings from digital-first adoption.