ComEd has announced that it has launched a new service that enables customers to report power outages via Twitter.[quote] According to a company release, the service is a “first-of-its-kind in the utility industry, and was developed based on direct feedback from customers and is a part of the utility’s efforts to offer customers a premier experience.”
ComEd said that its goal is provide its customers with the tools and option that enables them to communicate with the utility in a way that suits them best.
The release says that when a customer who has signed up for the Twitter Outage Reporting Application tweets @ComEd with one of the specified hashtags (eg. #OUT), the user will receive an automatic response confirming receipt of their outage report.
The utility says that each of these responses will direct customers to the ComEd website, mobile application, text service, or outage map for more information about the status of their outage.
Says Val Jensen, SVP of Customer Operations, ComEd: “We realise that each customer is unique, so it only makes sense that we should have a variety of platforms and self-service options that can be tailored to individual preferences. This new Twitter app will allow customers who frequent social media the option to quickly and directly report a power outage and receive helpful updates.”
ComEd customer engagement tool
Customers are able to enroll in the new application, by signing up through Twitter or ComEd.com/TwitterApp. They will also be able to enroll for text alerts to receive outage status updates.
The release adds that the launch of the Twitter Outage Application is the latest enhancement made by the utility in its efforts to deliver innovative and convenient solutions for customers. Last year, the company announced a new customer Preference Centre that gives customers the option to choose how they would like to receive communications from ComEd.
In 2015, the company eliminated the $2.50 processing charge for using electronic checks (eChecks), and also provided customers with the option to securely store their payment accounts in their virtual wallet for future use.
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