Southern Company owns companies that provide electric power in four states - Alabama Power, Georgia Power, Gulf Power, and Mississippi Power. These companies have embraced social media to share energy-saving tips, various preparedness information, and to open dialogue regarding these assets through Facebook, Twitter, LinkedIn, Google+, and YouTube. Southern Company leverages social media to communicate in more immediate, personal, and effective ways. Through social media engagement, the company has opened the floor to concerns and questions, and has been able to better illuminate what developments are anticipated on the horizon. All of their social media outlets present a dynamic online presence, tailored to regional interests or points of concern.

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6.
As
identified
above,
it’s
important
for
today’s
utility
companies
to
connect
the
gap
between
customer
service
and
social
media
outreach
to
generate
positive
customer
service.
Through
sound
strategies
and
solid
execution,
social
media
can
help
utilities
companies
raise
the
bar
in
customer
service
performance.
Customers
are
increasingly
using
social
media
as
a
primary
way
to
contact
customer
service
when
faced
with
a
utility-­‐related
inconvenience,
and
want
a
timely
response,
solution
to
their
problem,
and
positive
overall
experience
with
the
company
that
services
their
energy
needs.
As
studies
have
pointed
out,
customers
who
are
dissatisfied
with
the
service
they’ve
experienced,
may
not
be
likely
to
complain,
but
85
percent
of
business
could
be
lost
due
to
poor
customer
service.4
Stratus
Contact
Solutions
We're a tenured multi-channel contact center providing 24/7 customer delight through
social, chat, email and traditional call services.
www.stratuscontactsolutions.com
|
@stratuscxm
|
www.facebook.com/StratusContactSolutions
1. Social
Customer
Service
Infographic
http://dailyinfographic.com/social-­‐customer-­‐service-­‐infographic
2. Social
Customer
Service
Infographic
http://dailyinfographic.com/social-­‐customer-­‐service-­‐infographic
3. Chesapeake
Energy:
2011
Corporate
Responsibility
Report
http://www.chk.com/Corporate-­‐
Responsibility/Report/index.html
4. Social
Customer
Service
Infographic
http://dailyinfographic.com/social-­‐customer-­‐service-­‐infographic