Ikeja Electric deploys WhatsApp for real time customer solution
Ikeja Electric’s (IE), in partnership with Infobip, a leading global cloud solutions provider, have introduced a technology driven measure, IE WhatsApp Chatbot, to deliver real time solutions to customer complaints in a seamless manner.
The 24/7 interactive WhatsApp messaging platform, IE WhatsApp Chatbot, works through dedicated mobile telephone number 09088951626, to provide a two way communication between the customer and IE DisCo to enable customers check account details, check and pay bills, confirm payments, report faults, make complaints as well as make request for prepaid meter.
In addition, customers can check supply availability, report case of energy theft or vandalism, request for new connection and get answers to Frequently Asked Questions (FAQs), among other services. Customers can also speak with Customer Care Representative via the IE WhatsApp Chatbot if required.
Messaging services such as Facebook Messenger, WhatsApp, Live Chat, SMS and in-house Chabot can all be managed through the platform named Conversations. Head of Corporate Communications for Ikeja Electric, Felix Ofulue, while explaining the thinking behind the Chatbox platform, in a statement, said the initiative was part of its major push to deploy technology to achieve optimum customer experience.
“IE as a business is following through with our digital transformation initiative to deliver optimal quality customer service using technology. WhatsApp on the other hand is a platform that has millions of users and huge adoption for customer resolution. Our goal is to ensure that our customers are able to reach us on WhatsApp as an easy medium of communication and to ensure we meet our target of delivering excellent service.”
He pointed out that IE has over 800,000 customers within Lagos metropolis and as a business that understands consumer’s behaviour, motivations and needs; The service becomes imperative given that the global Covid-19 pandemic which has made many companies work remote, reducing the incidents of in person contact, over 800, 000 customers with genuine complaints within its network can easily gain access to customer service for easier complaint resolutions. had made it difficult for customers to introduce the WhatsApp channel to augment other existing customer touch points.
In his words: “Our vision is to be the provider of choice wherever energy is consumed, so we are focusing on a huge adoption of technology to achieve this. This is also in line with our mantra of ‘customer first, technology now’. At the same time, we realise that a lot of our customers use WhatsApp as a preferred means of communication, so it is an obvious choice to provide it as a channel for customers to reach us seamlessly and communicate with us whenever they choose.”
The WhatsApp Chatbot, which will augment its existing customer touch points, is available to receive multiple queries and promptly respond with relevant information to various customers at same time. However, customers cannot call the number since it is only reachable through WhatsApp chat.
Ofulue said the introduction of the service will further optimise the Call Centre resources and also enhance customer experience as the solution is capable of personalising conversations, this will in turn add to the value and quality of interaction.
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