Connecting with customers in the digital age

From outage texting and customized bill reminders to mobile-friendly websites, PPL companies have introduced tools that create a personalized experience for customers – giving credence to the old adage, “knowledge is power,” and building trust along the way.

In addition to offering customer service options by phone, website, email, social media and live chat, Louisville Gas and Electric and Kentucky Utilities launched a new mobile app in February 2021. The app conveniently provides customer information accessible on mobile devices. Customers can securely access account information, view and pay their bills, view and report outages and more.

“We continue to focus on customer engagement by proactively providing information and a variety of options to interact with us using their channel of choice, including our highly-rated mobile app, which now has over 300,000 downloads,” said Debbie Leist, director, Customer Services and Marketing for LG&E and KU.

“We realize customers have different preferences in how they interact with us – from established traditional ways to newer, digital self-service – we’ve tailored our approach to create a toolbox of offerings that evolves with customers’ expectations.”

In Pennsylvania, the implementation of two-way texting and enhancements to PPL Electric Utilities’ mobile-friendly website have made a significant impact on transitioning customers to digital channels. Customers can manage their accounts at their convenience. They can report an outage, check their account balance, make a payment, sign up for alerts, and more, without having to call and speak with a representative.

Since PPL Electric Utilities rolled out two-way texting in June 2018, customers have used this functionality to process more than 390,000 transactions.

Our companies make it easy for customers to engage with us based on how they choose to interact.

October 9, 2019

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