Alabama Power tops the chart for social customer service
BIRMINGHAM, Ala., May 5, 2014
BIRMINGHAM, Ala., May 5, 2014 /PRNewswire/ --A recent analysis of American
electric utilities sought to measure how responsive those companies are to
their customers on social media channels – and Alabama Power finished at the
top of the list.
The study was conducted by Conversocial, a New York-based provider of customer
service software. For a one-week period in mid-April, Conversocial tracked the
Twitter mentions and replies of 20 leading utilities, and graded them on
response rate and time until response.
Of the 20 companies tracked, Alabama Power ranked second in both categories.
The company responded to 40 percent of customer mentions, nearly twice the
rate of the group average. Alabama Power's average response time of 9 minutes
and 25 seconds was far ahead of the 5-hour, 39-minute average. Only four of
the surveyed utilities averaged less than an hour to answer a customer.
"It's impressive that Alabama Power is handling a heavy volume while also
keeping up a swift response time," said Conversocial marketing director Mike
Schneider looked beyond the raw data, and praised Alabama Power's commitment
to keeping the conversation in the social space. He said many companies rely
on automated replies that funnel customers to more traditional platforms.
"It's excellent that Alabama Power is having real conversations, and staying
within channel," Schneider said. "A customer experience on Twitter should stay
on Twitter, instead of pushing them to phone or email."
Alabama Power's social media response starts with a dedicated Online Service
and Support team, with responsibility for both email inquiries and social
media mentions from customers. The team anchors a schedule that covers
Facebook and Twitter from 7 a.m. until 10 p.m. on weekdays, and 8 a.m. until 9
p.m. on weekends.
Customers can connect directly with Alabama Power through its online accounts,
at http://twitter.com/alabamapower and http://facebook.com/alabamapower.
Alabama Power, a subsidiary of Atlanta-based Southern Company (NYSE: SO),
provides reliable, affordable electricity to more than 1.4 million customers
across the state. Learn more at www.alabamapower.com.
SOURCE Alabama Power
Contact: Media Inquiry Line: 205-257-4155, News Media Contact: Ike Pigott,
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