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Online customer services are highly commended

UK Power Networks’ online services, which keep customers updated during power cuts, were highly commended at the CorpComms magazine’s 2014 DigiAwards.

From Press releases - 11 July 2014 12:00 AM

Online customer services are highly commended.jpg

UK Power Networks’ online services, which keep customers updated during power cuts, were highly commended at the CorpComms magazine’s 2014 DigiAwards.

The dedicated website and social media team was runner-up for the best use of digital media in customer services at last night’s national awards in London. The team is available round the clock to help with electricity distribution issues in London, the South East and East of England varying from power cuts to connecting properties to the electricity mains.

Matt Rudling, UK Power Networks’ director of customer services, said: “We’re delighted to receive further external recognition for the impact of our online customer services, which complement our freephone numbers and text message services during power cuts.

“Customers don’t always want to talk on the phone so we’ve invested in our online and social media services to give customers live information via the channel of their choice.”

It follows the team’s success last month at the inaugural Utility Week Stars Awards where they won the Customer Service Award and were named Team of the Year (customer facing).

UK Power Networks was the first electricity distributor to offer a 24-hour social media service, pop-ups offering live chat for customers visiting the website and blogs answering frequently-asked questions. New tools enable customers to do more online, such as enter their postcode to view details of power cuts in their area, watch helpful videos and report power cuts.