ComEd 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.