Yes 3.30 Moving 100 4 Main menu » Start, Stop, Reconnect Service; Make an Appointment; or Report a Gas Outage » Start Service Menu » To Connect Existing Gas Service menu » For Residential Customers » automatically transferred to a representativeMain menu » Start, Stop, Reconnect Service; Make an Appointment; or Report a Gas Outage menu » To Stop Service » authenticate account number and verifying the name on the account and the zip code Hybrid: Press or say system (Ex: Press 1 or say “one”) Yes
nicor_gas_ivr_taskh_1.mp3 Off
nicor_gas_ivr_taskh_2_edited_0.mp3 Off
This scenario involves three different tasks, and for each, you are moving to a new home. 1. You are about to move into a house that you just purchased. You’re from out of state, so you’re a new customer and don’t yet have an account with the utility. You want to call your utility and arrange to have the power turned on by the time you move in. 2. You are moving out of your house and outside of your current utility’s service territory. You want to call your utility and arrange to have the power turned off and your account closed so that you can pay your final bill. 3. You are moving to a new house that is close to your old one, so you won’t be changing your utility provider. You need to arrange to have your power turned off at your old house and turned on at your new house. Off Navigation 3 I don't think this was too hard to navigate but could definitely be streamlined. It took quite a while to work through the IVR only to end up being transferred to an agent. Also, I think the Start Service menu was kind of confusing. It didn't present the options as "start new service" or "transfer service" which I was expecting. It asked me to either "connect existing gas service" or "switch to natural gas from electric, propane, etc." 217107 Functionality 2 One thing I found annoying was that at the start of the IVR it said there were unusually high hold times. However, when I finally transferred to a representative, one picked up right away. I guess that was a nice surprised but I had to listen through a 30 second message about hold times for no real reason. For start and transfer service, I'm not sure why there were so many menus I had to go through just to speak to an agent. It didn't seem like the options I was selecting would tell the agent anything useful since it didn't ask me to authenticate or enter any moving information like a new address. Stop service seemed like I could fully accomplish in the IVR (though I did stop the process out of fear of actually ending service to the account). 217107 Delivery 5 I thought the delivery was good. The voice was consistent, clear, and spoke at a good pace. 217107