5 Frequently Asked Questions (FAQs)
This section offers answers to frequently asked questions (FAQs) about the High Bill Alert (non-AMI) design options.
What was the design goal for High Bill Alert (non-AMI) communications?
The goal was to create a very simple alert to allow for the quick comprehension of information, and to use simple visual indicators and messaging to motivate customers to take action resulting in less energy use and a lower bill. Through the wording and visual appearance of the alerts, we catch the user’s attention without being too vague or too negative.
How do customers opt out of High Bill Alert (non-AMI) Emails?
The High Bill Alert (non-AMI) email unsubscribe process meets the requirements of a one-click unsubscribe. If customers would like to opt out, they can do so by clicking Unsubscribe in the email footer.
Customers might also have the option to change their communication preferences from the utility web portal. Customer Service Representatives can also unsubscribe customers over the phone.
Note:
When a customer uses the Unsubscribe link to unsubscribe from High Bill Alert (non-AMI) emails, the customer will be removed from all Oracle Utilities Opower email communications.If a customer opts out of their utility communications, will they still receive High Bill Alert (non-AMI) communications?
Not necessarily. The High Bill Alert (non-AMI) program opt-out policy is largely dependent on the digital communication policy set by each utility. Discuss your digital communication policy and its impact on your program with your Service Delivery Manager.
How can I prepare my Customer Service Representatives for calls related to High Bill Alert (non-AMI) messages?
Your customer service representatives will receive the proper guides for the products corresponding to your Oracle Utilities Opower program. The guides provide conceptual and procedural information on how Oracle Utilities Opower products work, how to perform basic tasks within the products, and how to respond to customer inquiries.
Is there a limit on the size of a URL?
Short URLs fit better in our communications and they make it easier for a customer to remember the name. Eliminating the prefix http://www. is an easy way to simplify the URL. While using http://www. used to be a standard naming practice, it is now a common convention for websites to omit this prefix.
Why do we recommend initial capitalization (camel case) for URLs and email addresses?
Eliminating spaces and capitalizing the first letter of every word (camel case) makes the text more readable. It may also make it easier for customers to type the URL and e-mail address without making errors. For example, you might use EnergyUsage instead of energy_usage. Utilities using a UNIX-based web server must set up the file system to not be case sensitive. Windows file systems are not case sensitive, so no extra configuration is required.