Innovative New Service Lets ComEd Customers Report Power Outages on Twitter
August 30 2016 - 11:45AM
Business Wire
ComEd Launches First-of-its-Kind Application
to Help Customers Communicate During Power Outage
Situations
ComEd today announced it has introduced an automated way for
customers to report outages via Twitter. This new 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.
When a customer who has signed up for the Twitter Outage
Reporting Application tweets @ComEd with one of the specified
hashtags (e.g., #OUT), the user will receive an automatic response
confirming receipt of their outage report. 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.
“Our goal is to provide our customers with the useful tools and
options that allow them to communicate with us on their own terms,
and in the way that is easiest for them,” said Val Jensen, SVP of
Customer Operations, ComEd. “We realize 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.”
To enroll in the new application, customers can sign up through
Twitter or ComEd.com/TwitterApp. They will also be able to enroll
for text alerts to receive outage status updates.
The launch of the Twitter Outage Application is the latest
enhancement made by ComEd in their efforts to deliver innovative
and convenient solutions for customers. Last year, the company
announced a new customer Preference Center that gives customers the
option to choose how they would like to receive communications from
ComEd. Also 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.
ComEd’s customer service tools are at the forefront of
technology and enhancements available in the energy industry. Using
direct customer input from crowdsourcing, recently redesigned its
residential customer bill, which was recognized by PowerGrid
International’s Customer Engagement Project of the Year Award. In
addition, ComEd’s smart phone app achieved more than 2 million
mobile transactions and was recognized as an industry best practice
by J.D. Power.
To learn more about ComEd’s Preference Center, bill payment
options, or to enroll in Paperless Billing, customers can visit
ComEd.com or download the ComEd mobile app on their Android or
Apple smartphone.
Commonwealth Edison Company (ComEd) is a unit of Chicago-based
Exelon Corporation (NYSE: EXC), the nation’s leading competitive
energy provider, with approximately 10 million customers. ComEd
provides service to approximately 3.8 million customers across
northern Illinois, or 70 percent of the state’s population. For
more information visit ComEd.com, and connect with the company on
Facebook, Twitter and YouTube.
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version on businesswire.com: http://www.businesswire.com/news/home/20160830006099/en/
ComEd Media Relations(312) 394-3500www.ComEd.com/News
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