ATLANTA — Georgia Power has opened a new, state-of-the-art Social Media Center to meet the increasing demand for social media engagement and enhance customer service and communication. Housed at the company’s Atlanta headquarters, the center is designed to be a social media resource near the Georgia Power Storm Center, facilitating social media communication with customers during severe weather.
"Our goal every day is to make it as easy as possible for our customers to engage with us, while providing them with world-class customer service on every platform," said Louise Scott, vice president of customer service for Georgia Power. "This new center brings all of our social media resources under one roof, with the latest technology, improving our ability to quickly collaborate, solve problems and respond to our customers day and night."
Georgia Power said it already engages with customers more than 6,000 times per month on social media, helping with billing and service questions, payment options and more. In addition, social media representatives online every day with customers offer energy efficiency advice, rebates and incentives, guidance on solar energy, electrical safety tips and resources such as My Power Usage.
The center’s technology includes simultaneous display of multiple social media feeds, live social streaming to field reps; interactive SMART boards, wireless audio conferencing and instant sharing of desktops/tablets to multiple displays. In addition, the company uses digital tools to respond to most customer inquiries on social media within 10 minutes and online chat requests in under a minute.
Georgia Power’s primary social media platforms are Twitter — @GeorgiaPower — and Facebook with channels featuring information about electricity and customer assistance. The new center builds on the company’s full suite of communication platforms, including: OnGeor gia.org, GeorgiaPower.com and telephone options.
The Georgia Power Social Media Center is staffed Monday through Friday from 7 a.m. to 7 p.m. and around the clock during severe weather. In addition to connecting with the company on social media, customers can log in to their GeorgiaPower.com account or by telephone. Georgia-based customer service representatives are available 24 hours a day for residential customers at 888-660-5890.