Customer Service
MP2 Energy has designed a scalable customer service platform for customer call handling with the goal that customers quickly reach a live representative who is well versed and provides consistent friendly and personable service. Customer Representatives are not outsourced, and we are committed to always locating our call centers within the United States. Customers are assigned to a team of representatives who maintain their account from day 1. We avoid the “press 1 for this…press 2…” type of service by having a dedicated role of routing calls into teams or setting realistic time expectations for either hold time or expected time to receive a callback from MP2 Energy. The advantage of this is that customers get an answer immediately and if their representative is not available, the customer can leave their name, number, etc. with a real person. We strongly feel that human interaction is a basic right of our customers when they call.
Our integrated CRM/Accounting/E-commerce system, NetSuite, allows us to track a customer’s history with MP2 Energy through issues, resolutions, etc. and includes billing histories, which are critical to a successful customer service plan. This same information is also available on-line through a customer portal to support those that prefer direct access. When customers call, they will never have to explain their issue over and over or to different people.
