INTELLIGENT BRANDS // Mobile Technology
IMImobile announces npower
as first Apple Business Chat
client in UK
/////////////////////////////
G
lobal cloud communications
software and solutions provider,
IMImobile PLC, has announced
that one of the largest energy providers in
the UK, npower, is its first client on Apple
Business Chat. npower will be utilising 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, commented: “We are pleased to be
the first energy provider in the UK to launch
Apple Business Chat. Reaching our customers
REACHING OUR
CUSTOMERS
VIA NEW AND
INNOVATIVE
CONVERSATIONAL
CHANNELS IS KEY
TO DIFFERENTIATE
OUR CUSTOMER
EXPERIENCE
STRATEGY.
86
INTELLIGENTCIO
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,
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.” n
www.intelligentcio.com