Thursday, August 20, 2020

Ikeja Electric optimises service with WhatsApp Chatbot - ITREALMS

ITREALMS
The Ikeja Electric has unveiled a WhatsApp messaging solution, which offers real-time customers complaints resolution and 24-hour customer support service, reports ITREALMS.

The IE WhatsApp Chatbot works like regular WhatsApp platform and enables seamless two-way communication between customer and the DisCo through the chat interface.

Ikeja Electric, while explaining the functionality, noted that through the dedicated WhatsApp Chatbot number 09088951626, customers can get their account details, check and pay bills, confirm payments, report faults, make complaints and 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.

Speaking on the initiative, Head of Corporate Communications for Ikeja Electric, Felix Ofulue, explained that DisCo decision to deploy the service is part of its major push to deliver an optimum quality customer experience through technology.

According to him, this commitment continues to elicit a passion for service excellence and new thinking on how to empower lives and businesses across the IE network.

“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 million 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, it has become imperative to introduce the WhatsApp channel to augment other existing customer touch points.

Nenye Dom/Editor

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