Yes 3.00 Payment Arrangements 240 7 For South Jersey Gas customer service » For account and payment information » [Entered account number] » If that is correct » For payment assistance programs » To return to the main menu » For account and payment information » If you want the same account » For payment information » For payment arrangements » For a 3-month arrangement Hybrid: Press or say system (Ex: Press 1 or say “one”) No
task_g_sjerseygas_0_0.mp3 Off
This scenario involves two different tasks. For each, you are not able to pay your bill on time.1. Your balance is too high and you can’t afford to pay your bill. You are contacting the utility to try to pay your past-due bill(s) over time.2. You won’t have the money to pay your bill until after it’s due, and you’re contacting the utility to get more time to pay your bill. Off Navigation 2 I think there are too many menus. The language menu is fine but I would rather select 1 to get English instead of having to wait through a long pause to move on. The second menu is very short and a lot of what I was expecting to be on the main menu was actually found on the customer service menu. I then had to input my account number, confirm it, listen to all of my account information, then go through two more menus (not including the wrong turn I made where I had to redo much of that). Any steps that could ease and shorten this process would be very welcome. I liked that account and payment information was the second thing listed in the customer service menu though--this seems like a very common reason for calling and I expect it to be given a prominent spot on the menu. After I selected account and payment information, I felt like the process was really slowed down and I got kind of impatient. I had to enter my account number, which I was fine with since I figured it would speed things up. It was then repeated back to me and I had to confirm it was correct--this was fine I suppose, but slow. Then I got put on hold. This was strange to me. It didn't really give me much warning besides "One moment please" and I thought that I was being taken to a rep, which was frustrating. I was put on hold for 12 seconds and then popped back into the IVR and given my account information (balance past due, bill due date, last bill paid, next meter read). I mistook what the Payment Assistance Programs menu was, thinking maybe it would include payment arrangements and due date extensions. I quickly figured out that it was charitable organizations for getting bill help and I was glad I was given a way out of the menu. I wish I could have gone back just one step instead of all the way to the customer service menu, though. Having to go back, I had to press 1 to stay on the same account and listen through all of my account info again. Once I got on the Payment Information menu, things were pretty straightforward. Payment arrangements were listed second and selecting them gave me clear options with actual payment amounts to select. However, I was ultimately told my arrangement couldn't be processed, which was pretty annoying, as I was on the IVR for 4 minutes just to end up with a representative. 210838 Functionality 3 I thought the option on the main menu called "Customer Service" was a little confusing. I thought it might just be a direct line to a customer service representative, so I was initially hesitant to select it. The only reason I did was because I was even more confused by what the South Jersey Energy Plus option was. I also took a wrong turn at "Payment Assistance Programs" on the Account and Payment menu. What was included in that menu absolutely made sense, but I think because I was looking to get help with a payment arrangement or due date extension, this immediately popped out to me much more than "Payment Options," where I ended up finding what I needed. If this type information isn't included in the "payment assistance program" choice, it might be nice to have a menu option to select for "payment arrangements," etc., so making this mistake doesn't take you all the way back to the customer service menu. Another thing that I had some annoyance with was being put on hold within the IVR. I guess the system needed time to process my account number, but this is not something I've encountered before. I thought I was being redirected to a rep at a really odd time in the process. 210838 Delivery 4 The delivery was consistent throughout except the on-hold messaging. At this point the voice switched from female to male. The pacing and tone were good. One thing I didn't like was if I was in a menu where I didn't hear what I needed or forgot the number for the option I wanted, there was a long pause and the IVR asked "are you still there?" I would rather have it say something like "to repeat your options" and "to go back to the previous menu" before asking me if I'm still on the line. 210838