Apr 27, 2021 | Customer Service
We’re committed to delivering an effortless customer experience, whether we chat on social media, speak over the phone, or interact with you on our website. We’re also committed to continuous learning and improvement. So, when we received customer feedback regarding accessibility issues with our website, we took action.
Here’s what we learned:
- A legally blind customer made us aware that she was having difficulty using her screen reader to pay her bill online.
- Another customer with red and green colorblindness was having difficulty interpreting certain message banners on our website.
Here’s what we’re doing about it:
- Updating our online bill pay section to better support those who are visually impaired.
- To help overcome the color hurdle, we’re testing and implementing designs that use larger icons, which are more noticeable and legible for users with colorblindness.
Taking it a step further:
- We’ll continue checking-in with customers who have disabilities and design our website with accessibility in mind.
- We’re establishing panels of customers who can provide us guidance and insight on accessibility issues as we’re making routine improvements to the website.
We’re continuously learning from customers who access our website differently, so we can make the web experience inclusive for all.
Apr 12, 2021 | Customer Service
Last year and the pandemic brought on many new challenges for our customers. It also brought on new challenges for our company, as the majority of customer service employees began working remotely. But with all the changes in 2020, our commitment to delivering remarkable service was stronger than ever.
Over the past year, you interacted with us millions of times across multiple channels. We offered help, answered your questions about payment agreements, programs and ways to save energy, and supported you through these difficult times.
Here’s how we did it:
Over 6.5 million web self-service transactions — Doing business through our website accounts for the largest chunk of customer contacts. And why not? You can do so many things, like manage your account, apply for help with your bill, learn great energy efficiency tips, and more.
Just under 1.5 million self-service transactions through our automated phone system — You can make a payment, report an outage, and even transfer your electric service in a few short minutes with our automated system.
Over 1.4 million phone calls — If you have a more complex need and prefer to speak with someone, we’re here to help.
About 2,400 social media responses— Did you know we answer customer questions on Facebook and Twitter? We have a dedicated team ready to respond.
Whenever and wherever you choose to contact us, we’ll be here for you.
Sep 28, 2020 | Customer Service
This year and the Coronavirus have brought on many new challenges for our communities. Since March, and the start of this global pandemic, we’ve connected with our customers millions of times. We knew our customers would depend on – and we delivered.
Here’s how we did it:
Over 6 million web self-service transactions — Doing business through our website accounts for the largest chunk of customer contacts. And why not? You can do so many things, including managing your account, applying for a payment agreement, learning great energy efficiency tips, and more.
Roughly 933,000 self-service transactions through our automated phone system — You can make a payment, report an outage, and even transfer your electric service in a few short minutes with our automated system.
Over 375,000 phone calls — Calling 1-800-DIAL-PPL is still a popular option among customers. Our representatives are always willing to help and give you the information you need, whether it’s about your bill, shopping for a supplier or updating your account preferences.
About 1,300 social media responses— Did you know we answer customer questions on Facebook and Twitter? We have a dedicated team ready to respond … and share the occasional WFH pet photos.
More than 3,600 chat interactions – Our dedicated chat agents are available to answer your questions as you navigate our website.
These numbers demonstrate our commitment to providing a remarkable experience, regardless of your preferred channel. Our goal is to make it as convenient as possible for you to conduct business with us- when and where you choose.
Whatever the remainder of 2020 throws our way – we’ll be here for you.
Jun 29, 2020 | Customer Service
We deliver electricity to a wide range of residential and business customers throughout Pennsylvania. However, our large power customers, such as national and industrial accounts, have unique questions and issues that require personalized support. That’s why we have an outstanding team of Key Account Managers to offer the service they need.
Each of our Key Account Managers (KAMs) supports large businesses in one of eight regions across our territory. Not only do they serve as liaisons and advisors for coordinating major projects, they also provide solutions to various customer issues including emergency or planned outages, billing and metering questions, service projects and real estate. Ultimately, they’ll help you run your businesses safely, efficiently and successfully.
Here’s a list of our KAMs and the regions they support.
If you’re a mid-sized business in one of these regions, you’re also entitled to personalized support. Contact our Business Accounts team by emailing businessaccounts@pplweb.com or calling 1-888-220-9991 and selecting option 4 to discuss your account.
Lastly, we’re always here to support our entrepreneurs and small business customers. You can find resources by visiting our website or calling 1-800-342-5775.
Feb 8, 2019 | Safety and Security
Scammers never sleep. Their targets are many, including electric utility customers.
Utilities across the U.S. are in constant battle with these thieves who try to fleece their customers. Don’t let it happen to you.
A common theme of scammers is threatening to disconnect power immediately if payment is not made, usually via a prepaid debit card. If you’re a PPL Electric Utilities customer, we want you to know that’s not how we do business.
We’ll give plenty of notice when there’s a possible risk of shutoff, and we don’t pressure anyone to use specific payment methods. We try to work with all customers to help them maintain uninterrupted service.
One recent scam report involved our current meter replacement project. We’re replacing our meters to better serve you and to comply with state energy-efficiency law regulations. We don’t demand immediate payment for the new meters and threaten to shut off your power. Meter project costs are being recovered over time through a charge on customer bills.
Remember, you can always check your account status by logging on at pplelectric.com or calling us at 1-800-DIAL-PPL. If you get a suspicious or threatening call that claims to come from another company – like a utility or a bank – do the same thing: Hang up and contact the company directly using a trusted method, like the phone number on your monthly statement, or a website you know belongs to that company.
Working together, we can stop these scammers from causing financial loss and heartache.
