SEPTA

Southeastern Pennsylvania Transportation Authority Serving Bucks, Chester, Delaware, Montgomery, and Philadelphia Counties

Choose Your Service

Trip Planner

System Map

beginning location
final destination

or

Quick Links

Chat Now - Online Interaction with the Call Center

Communicating with our customers is an essential aspect of SEPTA's commitment to provide quality public transportation and service. Accordingly, the Customer Service Call Center is open to answer just about any question or concern riders may have regarding traveling on SEPTA. In addition to calling the customer service number or sending an email, customers may now also elect to "chat" with an agent anytime the Call Center is open.

SEPTA began quietly experimenting with Chat Now a month and a half ago. Our computer-savvy customers are very appreciative of the opportunity to chat, or engage in an interactive on-line conversation, with customer service agents. Many of these customers are already online visiting social media sites, texting and tweeting and find the flexibility and ease of chatting fits their lifestyle.

Rohan K. Hepkins, Director of Customer Service Department, believes SEPTA is the first of any major transit authority in the country to provide this service.

Chat Now is handled as another contact flow into our Call Center. The first agent with an open line will receive a chat request. We average almost 50 Chat's per day compared to 6,500 telephone and 25 email daily contacts. Since we went live with Chat Now on March 15, 2010, we have successfully serviced about 500 customers.

Sheryl Carter has been a SEPTA customer service agent for 7 years. She says, "I like working on the chat line because it is quick and concise." Throughout the day she's in contact with customers requesting travel information. She is proud of her multi-tasking ability to chat, email and talk on the phone at the same time, if necessary.

SEPTA has a staff of 49 customer service agents. Typically, 20-22 agents are on duty during a normal Call Center shift.

All the agents have been trained on the new contact option. SEPTA's goal is for each agent to be able to handle both calls and chats and to be able to take the next chat request as they currently do the next telephone call. The customer service agents have adjusted well to online chatting and say it has made their job more interesting and flexible.

Chat Now is available during the same hours the Customer Service Call Center is open for calls, 6 am - 8 pm on weekdays and 8 am - 6 pm on weekends. Customers can call or chat whenever the center is open.

To access Chat Now, visit www.septa.org. To speak to a customer service agent call (215) 580-7800.


Customer service agent Sheryl Carter chats online with a customer



Supervisor Greg Henley reviews travel information and schedules with Sheryl Carter and Eileen Matos.



Director of Customer Service Rohan Hepkins chats in person with multi-tasking agent James Syler.