More than 75 percent of customer transactions at TXU Energy today take place through self-service channels like our mobile site and apps. According to J.D. Power, the percentage of customers visiting their utility’s website via their smart phone or tablet has more than doubled in 2014, and the two most important activities for customers are viewing account information and paying their bills. Consumers want to manage business on-the-go through convenient, accessible channels like the smart phones they carry in their pockets and purses every day.
Changes in technology, billing, account management access, customer lifestyles and more require companies to consider more frequent and personalized communications, yet most utilities are missing an opportunity to improve customer service by not having a mobile app for customers.
TXU Energy was the first and only electricity retailer in Texas to offer its customers mobile access to their accounts through an app in 2011 and, before that, a mobile website. Hundreds of thousands of downloads later, customers continue consistently rating their experiences with the now three-year-old iPhone and two-year-old Android applications as highly satisfying, need-meeting and expectation-exceeding.
TXU Energy likes that it serves smart, sophisticated consumers with unique needs. In a few short years, the company not only rose ahead of the competition to provide a convenient solution to managing their accounts and consumption through these mobile platforms, but has grown the capabilities enabling customers to access their accounts anytime and anywhere, pay and view bills, schedule payments, access electricity usage graphs, compare previous bills, manage usage and electricity costs, remotely control their Brighten iThermostat, and more.
In a competitive environment as energizing as Texas, listening to our tech-savvy customers’ feedback, creating successful, convenient solutions and exceeding expectations are driving forces behind our innovations that create a more seamless experience for customers to manage their electricity consumption.