Customer Care – IVR Improvements – Southern California Gas – Spotlight – 2018

Southern California Gas has continued improving its already-successful IVR by enhancing menus and call flows and leveraging the benefits of touchtone and speech. Independent customer usability testing validated the changes, and since 2012, SoCalGas has seen its IVR self-service rate – defined as calls that begin and end in the IVR – rise from 24% to more than 44%.