Live Chat at BGE Enabling real-time 2-way customer communication - Gabriel Nuñez - CS Forms
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Live Chat at BGE
Enabling real-time 2-way customer communication
Gabriel Nuñez
Senior eChannel Program Manager
Customer Projects & System Support
1
BGE Live Chat Overview
• The BGE Live Chat began on Wednesday, December 21, 2016.
• Live chat inquiries are representative of a broad range of topics
including pay my bill, general billing information, collections/ off for
non-pay, energy assistance, service requests and log-in support.
• Customers do not need a bge.com My Account in order to contact BGE
via the chat functionality.
• No active marketing has occurred; BGE customers are encountering the
new feature as they navigate through BGE.com.
• Live Chat feature was made available on following pages on BGE.com
• Pay My Bill
• Login page
• Start/Stop/Move
2
BGE Live Chat Project Organization
3
BGE Live Chat Project Implementation
• Project start was delayed to mid-September due to staff availability and license
processing.
• The implementation was iterative where design and development were performed
concurrently with a constant feedback loop from the project team and business
stakeholders.
• The project team included an IT project manager, business lead, functional analyst, web
developer, test lead, four testers (combined IT and business), and the vendor team from
Helix.
4
BGE Live Chat Support
• Contact Center is currently supporting the channel by
having 2 representatives respond to incoming live chat
requests
• Each representative can handle a maximum of 2
concurrent chats (configurable value)
5Updated- BGE Live Chat Chronology
Service Restored 10/24/2017
Go-live 12/16/2016 1,000th Chat 4/12/2017
Login Page 2/4/2017 2,000th Chat 6/20/2017
Co Browse feature is planned
to be added
2016 Q4 2017 Q1 2017 Q2 2017 Q3 2017 Q4 2018 Q1 2018 Q2
First Chat 12/21/2016 Start/Stop/Move Page 3/29/2017 Service Suspended 7/7/2017
6Live Chat – Chats by Category Full Year Data - 2017
7Live Chat - Total Chats
Full Year Data - 2017
900
825
800
712
700
600
500
444
400
303 307
300
185 197
200 173 172
120
100
0 0
0
Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17
8Live Chat link as it will appear when available
9Launch Form
“Let’s Chat”
The customer will first fill out the Live Chat form.
They must provide their full name, email address
and select the topic of discussion before they can
issue the request.
Note: The BGE account number is optional.
Hours of Operation
Live chat is currently available from 9am to 5pm
10
10Live Chat Sample Transcript
Hi, my name is Representative. How may I Representative : Thank you for waiting.
help you? Currently your account has a balance of
Customer: Hello, I'm reaching out to u $237.56. We have extended the due date on
because I been sick, missing days from work your bill until 7-13-17 to allow you additional
and I just had emergency surgery . I. Home time to submit your payment. This is the
recovering now and my bill is due today. Can I farthest we are able to extend this balance;
get a extension on this plz however, please note, there is no turn-off
Representative: Thank you Ms. Smith. I will notice on the account. Please be advised, we
be glad to review your bill. May I have your are scheduled to generate your next statement
address or account number? on 7-21-17.
Customer : 123 Main Street apt 101 Baltimore Customer: OK thanks
Representative : Is there anything else I can
MD 21244
assist you with?
Representative : Thank you. Please stay with
Customer: How bought budget billing
me while I access your information.Representative : Budget Billing for your address would be Customer: Oh ok
$164 per month. Should you elect to participate in Budget Customer: Thanks
Billing, the budgeted amount will be effective on your next Representative : Do you wish to begin Budget Billing
bill. Budget Billing is based on the usage consumed at this on your next bill?
address over the past 12 months. Please be advised, we will Customer: Not right now seems like it cost more then
review your Budget Billing on a quarterly basis. Based upon
my monthly bill
your usage, the budgeted amount can be adjusted. BGE will
always notify you one month prior to the change with your Representative : I understand. Is there anything else I
new budget billing payment amount. Budget Billing is a can assist you with?
voluntary program, so you may start or stop Budget Billing at Customer: No
any time. There are no activation or cancellation fees Representative : Thank you for contacting BGE, have a
associated to Budget Billing. If you decide to cancel this nice day! Representative : Thank you for waiting.
program, your account will go through a settlement and if Currently your account has a balance of $237.56. We
any Budget Billing credits exist, they will be applied to your have extended the due date on your bill until 7-13-17
bill. If a pay off balance exists, you will be billed for that to allow you additional time to submit your payment.
balance. We will still continue to read your meter each
This is the farthest we are able to extend this balance;
month and your bill will always show details of the actual
charges and consumption for the billing period, as well as however, please note, there is no turn-off notice on
your account balance. Your Budget Billing Credit or Pay Off the account. Please be advised, we are scheduled to
amount will be located under Important Information About generate your next statement on 7-21-17.
Your Bill, which can be found on the back page of your bill Customer: OK thanks
statement.Customer : Was the difference because of Jen last charges for 567
Live Chat Sample Transcript Washington?
Hi, my name is Representative. How may I help you? Customer : The last charge
Customer : Hi. This morning I checked my account Customer : Meaning payments for that address are complete?
and I have a credit that was around $280 and now Representative : I will submit a request for the credit of $264.52 to
when I check my account that credit is gone. Can you be sent back to you. We show that your final bill was $16.57 and
tell me what happened to it that the credit of $281.09 applied to that balance leaving the credit
Representative : I will be glad to review your account on this account of $264.52.
to see why you no longer have a credit on it. May I Representative : There are no longer any payments due on the
have your name, address, and/or account number? account at 567 Washington Street.
Customer : My name is Jane Smith. My current Customer : Thank you.
address is 123 Main Street. However, I have a Representative : Would you like the refund check to be sent to 123
previous account at 567 Washington Street that I had Main Street, Baltimore, MD 21244?
scheduled stop service for the end of June Customer : Will this be sent as a check?
Representative : Thank you Ms. Smith. In regards to Customer : Yes, please send it to 123 Main
the credit on your account, we show that your Representative : Thank you please stay with me one more moment
account at 567 Washington Street, Baltimore, MD, while I submit your refund request.
21230 has a credit of $264.52. We can submit a Customer : Can you tell me how soon it will be sent? I just want to
request for this credit to be sent back to you or we keep an eye out for it
can transfer this credit to your current account at 123 Representative : We have submitted the request to have this
Main Street, Baltimore, MD, 21244. amount refunded to you and you should receive the check within 45
Customer : I would like to have it sent back to me days. Is there anything else I can help you with other than
Customer : Please submitting your refund request?
Customer : No, thats it, thank youKeeping Synchronized with CC&B
The customer contacts are created in ERMS by the Care Center Internet team and
are automatically added to CC&B. All live chat customer contacts have the same
Contact Class and Contact Type.
14Oracle Service Cloud
The Live Chat function fully integrates into our existing Customer Information System
15Post-chat Survey
• Optional to customer
• 5 questions
– Issue Resolution
– Satisfaction
– Inquiry reason
– Alternate channel
– Comments
16Customer Feedback
• Short, five question survey offered to every customer who interacts with us via Live Chat – survey opens in
a new browser window
• 70% of survey respondents report issue resolution during the first chat
• 82% of survey respondents report that they would have contacted BGE by phone if live chat was not
available.
• The team is finding that very few customer are taking the survey with a year-to-date survey response rate
of 10%.
Sampling of customer verbatims collected via the survey:
• “The Representative that assisted me was very knowledgeable and extremely helpful” June 30, 2017
• “Thank you for having this chat option available.” June 6, 2017
• “This is a great communication tool when you are at work or in a place where you don't want to talk out loud. Thanks!” May 17, 2017
17Live Chat link as it will appear when NOT available
18Benefits
• Improved customer satisfaction by communicating with
customers via their preferred methods
• Realtime access to a customer representative
• Non-verbal interaction; preferred by some office workers
• Prolonged phone hold time avoidance
19Challenges
• High call volume and email volume diverted
resources
• Reply to calls and emails gets precedence over
response to LiveChat
• The conventional ways to calculate average
request completion time for LiveChat fails to take
into consideration concurrent conversations.
20Appendix
21BGE Live Chat Chronology
Service Restored 10/24/2017
Go-live 12/16/2016 1,000th Chat 4/12/2017
Login Page 2/4/2017 2,000th Chat 6/20/2017
Dec ‘16 Jan Feb Mar Apr May Jun Jul Aug Sep Oct
Service Suspended 7/7/2017
First Chat 12/21/2016 Start/Stop/Move Page 3/29/2017
22Chats by Category Average Speed of Answer
300 25.0
250 22.8
20.0
200 19.8
Pay My Bill
15.0
SECONDS
150 Login Assistance 16.0 15.5 15.9 15.7
14.4
Other
100 10.0 11.8
Service Request
50
Total
5.0
0
0.0
Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17
Average Handle Time Total Chats
20.0 18.5
900 834
18.0
15.7 800
16.0 15.2
14.2 14.0 14.4
13.3 700
14.0
11.5 600
12.0
Minutes
500 460
10.0
8.0 400
308
6.0 300
186 176 172
4.0 200
121
2.0 100 36
0.0 0
Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17
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