The online services arm of regional electricity distribution company UK Power Networks has been highly commended at Corpcomms magazine’s 2014 DigiAwards.
The company’s website and social media team, who keep customers across London, the South East and the East of England updated around the clock during power cuts, were runners-up for the “best use of digital media in customer services” award at the ceremony, held in London.
The recognition 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).
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.”
UK Power Networks claims to have been 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.
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