Texas electricity company uses video series to help answer consumers’ questions about a wide range of service, billing and efficiency topics
TXU Energy today released the latest in its “At Your Service” video series. The two- to four-minute videos feature TXU Energy employees discussing a range of topics, from explaining the difference between Energy Charges and TDU Delivery Charges on customers’ bills to helping consumers prepare for and respond to power outages.
“Texans are smart consumers, and they have a lot of great questions about what is on their bills, how they can save money and how they can better understand their electricity services,” said Margaret Pirtle, director of Priority Customer Care at TXU Energy. “We monitor and track customer’s comments and get great feedback from our customer care consultants, who are on the job 24/7. We use the questions we get through them, our Facebook page and our Twitter feed to develop these quick videos.
“We enlist customer service consultants and other TXU Energy experts to record the videos because they are on the frontlines helping customers through these and other issues every day.”
The videos – accessible through txu.com/atyourservice or youtube.com/txuenergy – include information that is valuable to all Texans. Today’s video, for example, shows customers how to calculate the average price per kWh. Other videos:
- Explain itemized billing
- Discuss how to request meter checks
- Note the differences between Retail Electricity Providers
and Transmission and Distribution Utilities
- Outline payment plans
- Detail TXU Energy’s Average Monthly Billing service
- Help consumers prepare for and report power outages
- Show consumers how to use the Electricity Facts Label
“Our hope is that this video series gives customers one more avenue to get the information they need in a useful and accessible format,” Pirtle said.
Consumers can communicate with TXU Energy through YouTube comments, call centers that are staffed 24/7, click-to-chat services, email, Facebook and Twitter. TXU Energy also has easy-to-use voice-recognition systems, a robust website, mobile apps and an easy-to-navigate mobile website for account management.
About TXU Energy
TXU Energy is a market-leading competitive retail electricity provider, powering the lives of more Texans than any other retailer. TXU Energy offers a variety of innovative products and solutions, allowing both its residential and business customers to choose options that best meet their needs, including exceptional customer service, competitively priced electricity service plans, innovative energy efficiency options, renewable energy programs and other electricity-related products and services. Visit txu.com for more information about TXU Energy. REP #10004.