Energy provider Npower is working with IMImobile to offer the new Apple Business Chat service to customers, allowing them to speak with call centre agents directly through the Messages app on their Apple device.
It will specifically aid the roll-out process by allowing npower to share rich media messages, illustrating the benefits smart meters it can bring, and explaining how to install one.
A unique function has already been created for npower on Apple Business Chat, with IMImobile incorporating emojis to increase the level of responses received in the post-chat survey process.
Jon Drinkwater, Head of Digital and Data at npower, commented, “We are pleased to be the first energy provider in the UK to launch Apple Business Chat. Reaching our customers via new and innovative conversational channels is key to differentiate our customer experience strategy. Customers wanting to get in touch with us about Smart meters will be able to use the Business Chat service enabled by IMImobile’s platform via the Smart ‘Contact Us’ page on npower.com.”
npower will use Business Chat accessed via IMI’s contact centre chat platform, to share rich media messages with customers illustrating the benefits and installation process of switching to a smart meter. Customer service agents are also able to trigger post-chat surveys using Apple Business Chat’s ‘list picker’ functionality. Uniquely, npower and IMImobile enabled the use of Emojis as part of the survey to increase customer responses and use the results for internal training and assessment.
Jay Patel, Chief Executive at IMImobile, commented, “Apple Business Chat offers a new and powerful way for consumers to engage with brands and we are pleased to be part of a small group of approved Apple providers supporting this phase of the roll out. Conversational customer engagement, service and support present a huge opportunity for businesses, more so now than at any other time and we look forward to working with npower to further optimise the customer service experience.”
Source: Net Imperative