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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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