Social Customer Service Dominion Virginia Power · 2015-04-28 · Social Media Team: Channel...

Social Customer Service Dominion Virginia Power

Dominion Profile

One of the nation's largest producers and transporters of energy. • Generation: 23,600 megawatts• Natural gas transmission, storage

systems, gathering & storage pipeline• Electric transmission, utility and retail

– Provides electric service to 2.5 million homes and businesses in Virginia and North Carolina.

Headquartered in Richmond, VA

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Our ApproachThe Digital Switchboard

To provide customer assistance for ALL inquiries on social media

Billing, Payment Questions &

Issues

Complaints&

RantsOutages

…and everything else (even the weird ones)

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Our Model

Social Media Team: Channel OwnersFirst and last responders on social channels

Customer Service/Call Center:Account-specific questions, issues

Subject Matter Experts:All other inquiries

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Our Model

Social Media Team: Channel OwnersFirst and last responders on social channels

Customer Service/Call Center:Account-specific questions, issues

Subject Matter Experts:All other inquiries

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Our ModelSocial Media Team:First responders

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Our Model

Social Media Team:First and last responders on social channels

Customer Service/Call Center:Account-specific questions, issues

Subject Matter Experts:All other inquiries

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CSO Connection

• Single point of contact in call center

• Call center can follow up directly

• First responders close the loop– Consistent voice

Customer Service/Call Center:Account-specific questions, issues

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CSO Connection

• Stay in constant communications with call center

• Social themes = call center themes

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Our Model

Social Media Team:First and last responders on social channels

Customer Service/Call Center:Account-specific questions, issues

Subject Matter Experts:All other inquiries

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Subject Matter Experts• Reliability issues• AMI• Renewables• Street lights• Media relations • Web issues• Conservation• Efficiency programs• … and the weird ones

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The weird onesSolar Flares

Radio Interference

Love Connections

Self Promotion

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Scorecard

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Questions?Dominion Virginia PowerDominion CareersDominion Cove PointMillstone Power StationAtlantic Coast Pipeline

@DomVaPower@DomNews@DomEastOhio@Dom_Millstone@Dom_CovePoint

DominionDominion Virginia Power

Dominion Virginia PowerDominion Careers

Dominion Virginia Power

@khubs1

@khubs1

Kristen Reese

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