Utility customers who have questions about their bill or service are increasingly heading to social media rather than traditional means to contact their service provider. TXU Energy, which recently reached 100,000 Facebook followers, anticipated this migration and developed a social media strategy that revolves around customers’ communication preferences.
“A lot of people might not expect an energy provider to be active in social spaces, but we anticipated that customer preference and were there to meet that need,” said Jeff Camp, vice president of contact center operations at TXU Energy. ”We work hard to provide exceptional experiences in every service space. If an expectation isn’t met, we want to hear about it and we want to fix it – fast.”
Learn more, and find TXU Energy on Facebook and Twitter.
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