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Power firm launches web chat service

Customers now have a new way to get in touch with energy firm UK Power Networks to ask about anything from power cuts to moving their electricity meter.

From Press releases - 24 March 2014 12:00 AM

Customers now have a new way to get in touch with energy firm UK Power Networks to ask about anything from power cuts to moving their electricity meter.

The electricity distributor is the first such company to launch a web chat service on its website http://www.ukpowernetworks.co.uk, giving customers another way to contact the firm alongside email, phone and social media.

The web chat button can be found at the top of the company’s web page and the live chat service is open 7am-11pm Monday-Friday and 9am-5pm Saturday and Sunday.

This new services highlights UK Power Networks’ aim to build on its web and social media offering, which last year saw it named ‘Best Consumer Website’ and runner-up in the ‘Best Use of Digital for Customer Services’ category in CorpComms magazine’s 2013 DigiAwards.

Toni Kinslow, marketing communications manager at UK Power Networks, said: “We want our customers to be able to contact us quickly and easily. We know that talking to us over the phone or via social media doesn’t work for everyone so our live web chat service provides a great alternative and offers instant help and advice.”

Toni, who has headed up the project which has seen the energy firm become a leading light in the industry on social media, will be speaking at the ‘Social Media in Utilities’ conference in London next month.

She added: “As well as the new web chat facility, our website was also the first to offer ‘how to’ videos for customers to help them when they face problems, such as what to do with your freezer during a power cut, and we offer a 24-hour social media service on Twitter and Facebook – but we are always looking to improve further.”

UK Power Networks delivers electricity to eight million customers across East Anglia, London and the South East through its vast infrastructure of overhead power lines, underground cables and substations.