Communicating with our customers is an essential aspect of SEPTA’s commitment to provide quality public transportation and service. Accordingly, the Customer Service Call Center is open to answer just about any question or concern riders may have regarding traveling on SEPTA. In addition to calling the customer service number or sending an email, customers may now also elect to “chat” with an agent anytime the Call Center is open at www.septa.org.
SEPTA began quietly experimenting with Chat Now a month and a half ago. Our computer-savvy customers are very appreciative of the opportunity to chat, or engage in an interactive online conversation, with customer service agents. Many of these customers are already online visiting social media sites, texting and tweeting and find the flexibility and ease of chatting fits their lifestyle.
It is our understanding that SEPTA is the first of any major transit authority in the country to provide this service.
Chat Now service is handled as another contact flow into our Call Center. The first agent with an open line will receive a chat request. We are approaching almost 50 Chats per day compared to 6,500 telephone and 25 email daily contacts. Since we went live with Chat on March 15, 2010, we have successfully serviced about 500 customers.
All agents have been trained on the new contact option. SEPTA’s goal is for each agent to be able to handle both calls and chats in a multi-tasking effort and be able to take the next chat request as they currently do the next telephone call. The customer service agents have adjusted well to online chatting and say it has made their job more interesting and flexible.
Chat Now is available during the same hours the Customer Service Call Center is open for calls, 6 am to 8 p.m. on weekdays and 8 a.m. to 6 p.m. on weekends. Customers can call or chat whenever the center is open. To reach a customer service agent by phone, call 215-580-7800.