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Rider's Almanac Blog

Transit Information

Live chat option improves customer experience

Posted by John Komarek | Tuesday, June 21, 2022 4:34:00 PM

Transit Expert Colleen Connolly responds in real time to chat inquiries inside the Transit Information Center. When you click “Need Help?” you’ll chat with a real person like Connolly.

Metro Transit customers can now get help from a transit expert using live chat on

“The addition of this feature helps the increasing number of customers who prefer text over voice calls and the hard of hearing,” Ben Rajkowski, transit information manager said. “Being able to chat with a transit expert helps resolve issues or provide clarifications quickly, so customers can successfully complete their trip.”

During the pandemic, Transit Information saw a decline in call volumes. However, this was an increase on a trend already in motion. Ten years ago, the call center received 1.5 million calls annually. In 2019, that number dropped to about 800,000 to 900,000.

While other companies continue to move towards automated chat bots, transit sees value in having real people communicating with customers. Transit experts have thorough training, and many are customers themselves, which allows them to better empathize and understand customers, and work through complex questions and slang.

Transit Expert Colleen Connolly is not only a customer herself but knows the frustration of trying to get an answer from a chat bot. 

“You often have to say or write representative multiple times after the bot can’t address your issue,” Connolly said. “At Metro Transit, you get a real person right away. We want to talk to you and help you figure out whatever issue you’re having.” 

To chat with a transit expert, like Connolly, click the “Need Help?” button on the website or in the Metro Transit app, fill in your name, and if you want a transcript of the chat, include an email address.

And, if you prefer to speak with a transit expert, the call center is still available at 612-373-3333.

Transit Information chat, text, and call options are available Monday through Friday, 6:30 a.m. to 8 p.m. and Saturdays 8:30 a.m. to 4:30 p.m.