Three Year Fixed Rates

Today I spoke with a customer worried about rising natural gas costs in Ohio. His main concern was that his local utility company's rates had risen substantially in a short amount of time and he is elderly and on a fixed income. While I was listening to his situation and offering my advice, he metnioned being interested in a long term fixed rate. I offered him a fixed rate for three years which at the moment is the longest term we are offering. He was relieved to have found such a long term rate at such a low price. He had not been able to find a fixed rate for that long with any of the several companies he had spoken with that day and he signed up right then and there.
Submitted by Alex

Password Help

One of the best features of the MXenergy website is MyAccount, our electronic bill presentment and payment service. Some of the most satisfying calls are the ones where we can assist customers with the site and its many features. I had the opportunity to speak with a customer who was trying to pay his bill online but had forgotten his password. The problem was that the password is mailed to your email account and he was at work and unable to access his personal email account. Fortunately, I was able to talk him through the process to get him logged in and get his payment processed. The customer exclaimed several times that he was very appreciative of the help and that it was just one less thing for him to worry about. And that's the whole point of our online account management - ease, convenience and one less thing to worry about.
Submitted by Kevin

Fixed Rates - Good for the Budget

A customer named Mary called in today to inquire about enrolling for service with MXenergy. Mary, like many people, feels the strain of winter heating bills along with rising prices on other goods and services. After I explained the benefit of MXenergy's fixed rate options Mary told me that "MXenergy has a wonderful program. Programs like your are a great help - especially during hard economic times. I struggle to stretch my budget from paycheck to paycheck and this would certainly help me do that."

As it turns out, Mary was unable to sign up for our product since she would lose her HEAP assistance (heating assistance in Georgia), but she said that if she had known about us before the winter she may not have needed HEAP at all.
Submitted by Brandi

Payment Options

I received a call from Mary, a customer in Georgia, who was experiencing some issues with her online banking. I reviewed the account and determined that we had not received her last online payment. We were able to waive the late fee and took the outstanding balance on the account in addition to setting her up on both Budget Bill and an Automatic Payment Plan to avoid any further issues. She was very appreciative of both the assistance and her convenient new payment options!

Submitted by Belinda

Renewals

I just spoke with a customer who recently received a renewal letter. The renewal offer on the letter was much higher than the rate that was expiring. I advised the customer that illustrates how he has been enjoying the benefits of price protection. I explained that at the time he signed up for service MXenergy purchased the natural gas for his contract in order to be able to offer him a fixed rate. I explained that as the natural gas market has risen over time he was still paying the market price from when he signed up. Now that the contract is coming to an end, we can make him an offer at today’s price which will similarly protect him in the future. The customer was very appreciative of my honesty, and in the end did renew with MXenergy.

-submitted by Jessica

Fixed Rate Plans

I received a call from a customer named Barbara in one of our Michigan territories. She had just received a higher bill than she expected and her first instinct was to call us to cancel her service. I took the time to point out the distinct differences between her fixed rate of 0.851/ccf for 36 months and the local utility’s variable rate. I also noticed that her consumption was pretty high. Could this be the culprit? We determined that the consumption on Barbara’s bill for the month had been estimated and that may have caused the higher than usual bill. She was very appreciative that I took the time to explain the billing statement and decided to stay with her MXenergy Fixed rate because of the price protection she is receiving.

-submitted by Rodney