Millions of customer connections
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.