Yes 3.00 Payment and Billing Programs 160 4 For South Jersey Gas customer service » For more options » For accounts and payment information » [Entered account number] » If that is correct » For payment information » To enroll in our budget plan Hybrid: Press or say system (Ex: Press 1 or say “one”) No
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You want to enroll in a payment or billing program. Off Navigation 3 The navigation on this was overall fairly straightforward but too long. I felt like I needed to go through too many menus to get to my final destination. I also didn't like being put on hold within the IVR, even though it was only about 15 seconds. I thought it was logical that the payment/billing programs were under payment options, but it took over two and a half minutes to get there. I also think the first menu is confusing. I almost selected "South Jersey Energy Service Plus" because I thought the customer service option would take me to a person. However, I did end up selecting the customer service option because it identified it as being specifically for South Jersey Gas, making me think the other option was a different branch of the company. 210837 Functionality 3 I think the steps I took to get to the budget billing program were logical, but the first two menus seem like they could be eliminated. The third menu I came to was what I had expected to hear first. I also think maybe the authentication and account info could be streamlined or moved to later in the process. I didn't need to hear my balance or any of the other information I was given, and it was frustrating that it took a long time to listen to. The on-hold experience consisted of messaging instead of music, but you didn't have enough time to really listen to what was being said when having your account number verified (I assume that's what is going on at this point? Not sure why else I would be put on hold in the middle of the IVR). 210837 Delivery 3 There are two female voices used in the IVR, which is a little odd. There is the main female voice who gives all the instructions and lists out the menu options, and then there is another one who pops up now and again--primarily when I was given my account information after entering my password and to randomly ask me "are you still there?" when I needed to hear the menu options again. The "are you still there?" part was a really odd use of a completely different voice. I like the main voice; she is clear and speaks at a good pace. There were also several long pauses during the experience which I didn't really like. In the very first menu, to hear the IVR in English, you are instructed to stay on the line. The gap that follows is over five seconds. Also, when you listen to a menu and need to hear it again, there is a long silent pause before your are asked "are you still there?", then given the option to repeat the menu. 210837