Vol73-12 December 2023

Customer service is our top priority

 Superior customer service is a cornerstone of your cooperative and, throughout our 86-year history, we have adjusted the way we do business in order to meet our members’ changing needs. Advancements in technology made it possible for SMECO to offer our members the ability to do business with us at their convenience through a variety of digital, self-service platforms—and many of our members are choosing to use those digital tools. The top eight core business transactions SMECO receives from our members who elect to call are all possible through multiple digital platforms, and adoption of our self-service tools has trended up year over year.

With more and more members choosing to self-serve, the call volume to the cooperative’s customer care center has changed. Based on this shift, our team determined that we could better serve our members by adjusting our customer care schedule—putting our representatives where our customers need them the most.

Our customer care team will transition to core business hours beginning January 26, 2024. SMECO representatives will answer calls Monday through Friday between 7 a.m. and 7 p.m. Members are able to use our automated phone system 24/7 to report an outage or make a payment. At any time, members can also utilize the many digital platforms available, including Account Manager, SMECO’s 24/7 mobile app, and our website. For those hoping to speak with a representative outside of core hours, a live agent will be available to provide limited services, including outage reporting, bill payments, and balance inquiries. Our customer care center will continue to serve our members’ needs with the superior service they expect from SMECO.