In 2020 the number of hotline calls increased more than 2.5 timesFebruary 2, 2021 14:05
In 2020 the number of phone calls, applications, complaints and proposals received through the hotline of CJSC Gazprom Armenia and through the official website feedback has increased by more than 2.5 times compared to 2019. In 2020 4,181 calls have been received on the hotline and 1,217 applications — through feedback. In 2019 1,643 calls and 448 applications have been received.
Most of the received calls and applications were related to the issues concerning natural gas tariffs, debt repayment schedule for gas consumed in emergency situations, gasification and in-house maintenance operations.
Consumer needs assessment was also carried out based on the results of the content analysis of the feedback information. A number of proposals expressing the expectations of gas consumers were singled out, in particular in terms of improving the quality of services, making the two-way communication between the supplier and the consumer more accessible, creating more convenient platforms for tracking payment transactions, etc.
Giving importance to the promotion of public confidence in the Company's activities, CJSC Gazprom Armenia is interested in taking appropriate measures and introducing necessary tools to build new quality relationships in the supplier-consumer chain.
It should be mentioned that in order to improve the Company's hotline operation a modern call management system has already been introduced and operated in the Public Relations and Media Service, which has expanded the possibilities of providing simultaneous call service both online and by leaving voice messages.