Alabama Power expands online customer support
There are now more people to respond to whatever way customers reach out to Alabama Power. (contributed)
With more people getting accustomed to doing business online, Alabama Power is expanding the team and the hours for online support. Twelve representatives will handle email inquiries and monitor and answer customers on Facebook and Twitter from 6 a.m. through 10 p.m. on weekdays and 7 a.m. until 10 p.m. on weekends. Previously, there were five members on the team, with help from other customer care associates.
“It’s all about making our customers happier, giving them more choice about how and when they can talk with us,” said team supervisor Paul Lumpkin. “We have about as diverse a customer base as you could imagine, and we want to serve them all well. That means being in the channels they like, when it is convenient for them.”
In addition to answering customer emails, the team will be monitoring for online mentions of the company, and reaching out to those customers who might need assistance or information. Discussions that involve private or sensitive account information are taken to private and direct message channels. Many questions don’t require any sensitive information, and customers are often looking for a simple answer or to ask about a power outage.
“There are customers for whom this is the preferred way to do business,” said Ike Pigott, who serves on the company Social Media Advisory Council. “Not every issue is urgent, demanding immediate attention. And the slower expectations of social media conversations make it easier for some people to multi-task, and get things done in between those messages.”
Customers should always be careful to make sure they are dealing with the proper accounts. Both Alabama Power’s Facebook and Twitter profiles have been verified by those services. If conversing with an “Alabama Power” account that does not have the “blue check,” customers should report that account and not share any information with it.
Email messages should be sent through the Contact Us section of the company website, http://alpwr.co/contact.
Part of this shift is driven by the convenience of modern technology. Most customers have some sort of smartphone handy when there are sudden issues. However, few people have the official “Report an Outage” phone number programmed into their contacts.
“During large storms or special events, we can quickly extend our hours. Having this flexibility helps us better serve our customers during their time of need,” Lumpkin said.
Customers can always reach Alabama Power customer service around the clock at 800-245-2244, and are encouraged to call first if they have immediate or pressing needs. Those wishing to report a dangerous condition can call 800-888-2726. To report a power outage or find out the status of an outage, customers can use Alabama Power’s automated phone system at 800-888-2726, use the website, mobile enabled website, or the company app available in the Apple and Google Play app stores.
Alabama Power’s online support team has more than doubled to better assist customers. (contributed)
