We’re delighted to have implemented our first ever webchat tool to help service our customers, primarily in SME. It's being used in the UK and South Africa to help provide fast and efficient service.
Alongside webchat, there's also a 'chat bot' which automates part of the conversation and directs customers to helpful areas of the website.
We’ve already had around 250 chats in the first week - with overwhelmingly positive feedback.
Why have we have implemented it?
- To better serve our SME customers
- To deliver an experience that customers expect from their trusted energy supplier
- To provide an additional communication channel that supports self service and first contact resolution by our Customer Care agents
- To provide a way for our SME customers to get the support they need at a time when remote working has reduced the effectiveness of our inbound telephone lines
- To embed new technology platform that we can build on
Who is using it around the business?
Currently we have six Customer Care Agents in Cape Town using it who are supported by some of our UK colleagues - and we're already starting to train additional agents.
What are the benefits?
For customers...
- Quick, first contact resolution of many queries
- No-to-minimal wait times to get in touch with our Customer Care teams
- Basic 'chat bot' functionality to help customers resolve issues without the need for agent intervention - saving time for them and for TGP
- It's easy to use and provides instant feedback as a part of the customer experience
And for TGP... - It reduces inbound telephone and email traffic
- We’ve learnt a lot on this project and now have an exciting new technology we can use and take to other parts of our business
Here's just some of the excellent feedback we've already received...
“Very quick and straightforward system, with a helpful advisor at the other end”
“Your representative offered an immediate solution and did not lead us round the houses!”
“It was quick and easy to obtain an answer to the problem”
“Really good advice”
“Great support, fast completion of request”
