Dominion Energy
Author Details: Name: Courtney Koogler Ercolano Title: Communications Consultant Company: Dominion Energy Tell us about you, your company, and your team? My name is Courtney Koogler Ercolano and I’m a Communications Consultant for Dominion Energy. I’ve worked in digital communications for 8+ years. I worked on the previous platform and helped onboard Khoros in 2021. Since then, I’ve become a system administrator to ensure the platform works as the team needs it to. This includes training customer care agents and other admins on how to use the platform as well as strategizing on how to use Care to best serve Dominion Energy’s needs. How does your role and your team support your company and its goals? I sit under Customer Communications on the Corporate Communications team. I work alongside Customer Experience and Care teams in our local regions to meet our company goals (with a focus on the customer). The corporate team also sets governance for brand responses and creates processes for how to handle specific situations and escalations. We’ve built out a specific process for our customer care agents so that they can focus on serving our customers. Our goals include reducing call volume as it’s expensive and not ideal for all of our customers. Additionally, we use Khoros to expand our digital care offerings so we can continue to meet our customers where they are (or expect us to be). It’s important for us to be on the channels our customers prefer and to be able to serve our customers on the channel they come to us on. Our goal is to serve them on that channel and hopefully resolve their issue in that channel. Who were the teams and use cases you put this solution in place for? What challenges was this solution intended to solve? Our challenge was to Reduce costs as it’s expensive to have people on the phones, Increase resources - digital positions are much more attractive, and Provide the digital options customers want. Our goal is never to get rid of the phone as there are cases that must be handled over the phone and customers who desire that option. One size does not fit all. Our challenge is finding a way to meet customers where they expect us to be and meet their expectations as a brand in general, not only as a utilities provider. The team uses Khoros Care to handle conversations across traditional social channels like Facebook, Instagram, and Twitter, Review channels, and digital channels including Apple Business Chat. What is a recent win, major innovation, or challenge your team has tackled in the past year that this solution helped you address? Describe the challenge, opportunity, and teams involved. We launched Apple Chat about a year and a half ago, and have continued to expand the offering in South Carolina because it has been so successful. Virginia is our next focus for this channel to help call diversion. Normally, it would be difficult to say w…232Views0Comments
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