October 31, 2012
J.D. Power and Associates Recognizes ComEd Mobile Customer Service Tools
By Raju Shanbhag
In a report titled, “Customer Impact Report: Mobile Customer Interaction,” J.D. Power and Associates has mentioned ComEd for its industry best practices for its mobile customer service tools.
ComEd was profiled in the report because of the company’s best practices in mobile customer interaction. This consists of ComEd's two-way text messaging, interactive online outage map, mobile-enabled website and smartphone apps.
The report suggests that an increasing number of people are making use of their mobiles to communicate with their utility company. Between July 2011 and June 2012, the survey contacted various respondents and among them, 7 percent of electric utility customers made use of their smartphone or tablet to e-mail. They also went online to do business with their utility. This was seen even during a time when most companies in this field did not have mobile-friendly tools.
According to the report, the level of satisfaction are particularly higher among users who use mobile channels when compared to those customers who use email, conventional website, or none of the online channels.
“We understand the changing needs of our customers, and we see the value in giving them the choice of communicating with us how, when and where they want," said Val Jensen, senior vice president, Customer Operations, ComEd. "These new technologies provide better and faster information to our customers, and are all part of ComEd's efforts to deliver a premier customer experience.”
Recently, the company introduced an energy efficiency program created and taught by people with developmental disabilities. With this launch, the company joined hands with eight not-for-profit organizations throughout Chicago who coordinate with people with developmental disabilities. Each of the not-for-profit organizations nominated an individual to serve as an ambassador. Offering easy and simple energy-efficiency tips to a larger audience, each of the ambassadors and staff were trained with interactive demonstrations.
Edited by Rachel Ramsey