Another big aspect of satisfying your customers lies in your ability to shorten outage duration and quicken your response time. Being proactive and communicating is one of the answers - but communicating through more than one channel takes things one step further.
Tablets, laptops, mobile phones - communication in this world now happens 24 hours a day, which means companies with the highest success will be the ones embracing multi-channel communication. Embracing new devices and technologies is absolutely necessary - text messages via smart phones, for example, is one great way field technicians could collaborate not only with each other but also with customers.
Taking advantage of this trend now will allow for a higher competitive advantage and greater flexibility for both internal communications and communicating with customers.
These tips have all been great - but by now you're probably wondering, "How can I find the right solution for my business and customers?"