Shenandoah Telecommunications Company is deploying automated messaging to handle customer communications during service outages across its Shentel and Glo Fiber networks. The system proactively sends text and voice updates to keep subscribers informed. This reduces the volume of inbound calls and allows support teams to focus on complex issues.
The selected platform, GOCare OutageIQ, sends proactive SMS updates and interactive voice response intercept messages when service issues occur. Customers can also use two-way text messaging to check their personalized service status without dialing a care center. This shift reflects a broader industry interest in AI for Customer Support to handle routine inquiries.
Reducing call center volume
By automating these alerts, Shentel aims to cut down on the number of customers calling in to check on their internet or phone service. The system supports both the Shentel and Glo Fiber brands on one platform, delivering distinct messaging for each network. This consolidation gives communications staff better visibility into outgoing alerts while freeing up live agents to handle technical repairs.
Managing customer expectations
Elaine Cheng, chief information officer at Shentel, emphasized the need for simple, automated updates during service disruptions. "Today's customers expect to be kept informed, especially when services may be impacted," Cheng said. "GOCare gives us the ability to reach impacted subscribers in real time."
Platform scale and integration
GOCare provides digital experience tools for broadband providers, integrating with existing billing and network operations systems. The company currently serves more than 35 broadband operators and handles over 30 million monthly digital interactions. Providers can review the platform's technical specifications on the GOCare website.
Why this matters for PR and communications professionals
Service outages are a primary driver of negative customer sentiment and increased call volumes for telecom providers. Automating proactive notifications allows communications teams to control the narrative immediately, rather than reacting to a flood of complaints after the fact. Teams evaluating AI for PR and Communications can look to automated outage alerts as a practical way to maintain trust and reduce reputational damage during unavoidable network failures.
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