Josh Jacobs, Director of Business Integration
Puget Sound Energy is a utility provider of electrical power and natural gas primarily servicing the Puget Sound region of Washington State in the northwest United States. The company provides electricity to more than 1.1 million customers and natural gas to roughly 750,000 customers.
With their ambitious Get to Zero program and a sincere commitment to, “make it easier for customers to self-serve through their preferred channels,” Puget Sound Energy is focused on ensuring they provide top-notch customer service with ease of access and convenience in mind.
As interaction needs change over time, the team at Puget Sound Energy is identifying service options that are in high demand and offering them on the visual IVR with the goal of boosting self-service rates and improving the customer experience.