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Vectren Introduces New Communication Channels for Customers to Engage with Companies

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April 19, 2013

Vectren Introduces New Communication Channels for Customers to Engage with Companies

By Madhubanti Rudra, TMCnet Contributor


An increasing number of consumers, seeking instant resolutions to their issues, find online chatting a viable way to have direct communication with a company in real time. In an effort to offer high quality customer support, an Indiana-based energy holding company, Vectren, has introduced live chat capabilities to its customer service line up, which already included traditional customer service methods such as phone and e-mail.


Under the new system, the Vectren customers will have a new communication channel to use in order to interact with the company in real time. All they have to do is: visit the Contact Us section on the company website on a computer or tablet and begin a live online chat with the company’s customer care staff.

In a news statement, Vectren said that customers will be able to chat directly with customer service specialists between the hours of 7 a.m. and 5 p.m. CDT (News - Alert).

The online chat feature allows the customers to learn account information. Customers who participated in the initial testing of the live online chat noted the feature was quick, easy-to-use and convenient.

Vectren plans to introduce the online chat feature for smartphone users in the near future. For the time being, smart phone users can also choose to tweet their issues to Vectren's customer service Twitter (News - Alert) feed, @VectrenIndiana, between the hours of 8 a.m. and 5 p.m. CDT.

However, Vectren encourages its customers to use Twitter for lodging more general requests or questions. Customers can access the new Twitter account to find energy tips, gas and electric safety reminders and other service-related news or promotions.

It should be mentioned that @VectrenIndiana joins Vectren's other Twitter accounts: @VectrenStorm, which delivers real-time electric outage updates; @VectrenNews, which delivers company news; and @VectrenCareers, which delivers the company's latest career opportunities.

“It is important to keep up with emerging technology as it relates to customer service. The additions of live online chat and Twitter customer service options open new communication channels for customers to engage with us,” Vectren's vice president of information technology and customer service, Jon Luttrell, noted in a statement.




Edited by Rich Steeves







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