TransIT Adds Live Chat Feature & Other Customer Service Enhancements

On Aug. 3, TransIT Services of Frederick County, Maryland announced several features to enhance customer service and user experience for TransIT passengers. TransIT office hours have been extended until 5 p.m. In addition, TransIT has added an online live chat tool and created a Twitter customer service account (@AskFCT) to field passenger inquiries. TransIT has a 96 percent customer satisfaction rating and expects these free measures to further enhance passenger convenience and experience.

Passengers can visit the TransIT office Monday-Friday from 8 a.m. to 5 p.m. to purchase tickets, fill out Reduced Fare, ADA and/or TransIT-plus applications, pick up brochures and get assistance with trip planning. Customers can also call TransIT during these hours via phone. The online live chat tool is available on TransIT's website. Customer Service agents are available from the hours of 8 a.mm to 5 p.m., Monday-Friday, to assist passengers with questions. A blue “Chat Now” icon is accessible on TransIT’s web pages at the bottom right-hand corner when an agent is available. Passengers click the “chat now” icon and type their question. Finally, passengers can follow TransIT’s new customer service Twitter account at @AskFCT. Customer Service agents will also be available to field questions on this platform.

Administrative Specialist and long-time TransIT employee, Victoria Bailey, states, “I am excited to see new ways to communicate with our riders. These online features, plus the mobile app, make it much easier for our passengers to plan trips, buy tickets and get answers to their questions.”

Both features are available immediately to passengers. These enhancements compliment recently implemented technology like the mobile ticketing app, Web Portal for TransIT ezFARE, the upcoming Automatic Vehicle Locators and new programs like the Taxi Access Program and the anticipated all-electric buses.