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npower turns to Apple Business Chat to lift customer service, in a UK first

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npower to the people: using ABC is designed to make customer service better
npower to the people: using ABC is designed to make customer service better
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Power company npower becomes early adopter of Apple Business Chat to liven up customer service

npower, one of the largest energy providers in the UK, has become IMIMobile’s first client on Apple Business Chat. npower will be using Apple Business Chat to improve its customer experience for customers looking to switch to a smart meter.

 

Apple Business Chat is a new way for consumers to connect directly with businesses using the Messages app on Apple devices. With more than 1.3 billion active Apple devices worldwide, Business Chat provides a significant reach and an unprecedented opportunity to create powerful and seamless messaging interactions between consumers and businesses.

 

Jon Drinkwater, Head of Digital and Data at npower explains why the company has adopted it: “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 IMImobile’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, adds: “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.”

 

Image: npower

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