Pittsburgh Regional Transit adds digital customer service hours

It has taken a little longer than expected, but Pittsburgh Regional Transit will begin expanding its digital customer service on Monday.

The agency announced a year ago that it would add seven customer service agents and two supervisors to make it easier for riders to get immediate information. The goal is to have someone on duty during all service hours digitally and by phone, said Jim Ritchie, the agency’s chief communications officer, who oversees customer service, but the changes will happen incrementally.

The expanded digital hours will add an hour at each end of the schedule, with staff on duty to post service alerts on social media and the TrueTime app as well as have live chats with customers from 5 a.m. to 8 p.m. on weekdays. On weekends and holidays, the agency will add an hour at the end of the day to be open from 8 a.m. to 5:30 p.m.

For now, phone representatives will remain available from 6 a.m. to 7 p.m. on weekdays and 8 a.m. to 4:30 p.m. on weekends and holidays. Ritchie said that service is likely to expand beginning in the fall.

CEO Katharine Eagan Kelleman told the agency’s board of directors Friday the change is part of the continuing evolution of customer service.

“The way we reach our riders and the way they reach us has changed tremendously over the years,” she said.

The goal is to continue to expand services, digital and the live call center until all services hours are covered. The service center on Smithfield Street, Downtown Pittsburgh, will continue to operate from 7 a.m. to 5 p.m. on weekdays but remain closed on weekends and holidays.

The agency will take its time with expanding hours to make sure employees are cross trained so they can work in any position to cover illnesses and vacations, Ritchie said.

“This is the first extension of our digital hours but not the last,” Ritchie said. “Whether it’s a bus that has to detour for an unexpected road closure, a trip we’re unable to staff, or a notice of a delay, it’s important for us to make sure our riders are well informed.”