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.
Jul 2, 2018 | Customer Service
You asked for more convenience. We’re delivering with new two-way texting. It makes doing business with PPL faster and easier than ever!
Paying your bill or reporting an outage is now as simple as sending a text message. You can also use two-way texting to find out when your bill is due and how much you owe, or to check the status of a current outage.
It’s easy to get started. Here’s how:
1. Text any of the following commands – PAY, BALANCE, OUTAGE or STATUS – to TXTPPL (898-775).
2. Answer a few questions to verify your PPL customer account. You will need your zip code and/or account number. If you don’t have a mobile number on your account, you’ll need to add the mobile number you want to use first as the primary or alternate number. To do this, visit pplelectric.com/contactinfo. Click Add Phone and save the changes.
To pay your bill, you must have a bank account on file. If you’ve ever paid through PPL’s website or interactive phone system, you should be good to go. If not, you’ll first need to make a payment on our website or phone system. We’ll securely save your bank info for text payments.
Once you’re set up, you can text PAY, BALANCE, OUTAGE or STATUS to TXTPPL (898-775) to pay your bill, check your balance, report an outage, or check the status of an outage.
You can also text SLEEP, to delay any new texts for eight hours, or STOP, to stop all future text messages from PPL.
We’re committed to making it as easy and convenient as possible to work with us. We hope you like our newest service.
