GoResponse Telephone Answering Service Staff

E.ON responds to digital channel popularity with live chat launch

Man, woman, call centerWith an increasing number of consumers choosing to communicate with brands via digital channels, E.ON has launched a new live chat feature. This will allow customers to enjoy an improved service and suggests a way that call centres can better reach their consumers if they want to improve service quality.

As part of E.ON’s strategy to reach consumers in a modern way, Live Chat now allows people to talk with telephone answering services agents via the energy company’s website. This channel bolsters the other services offered, including Facebook, email and Twitter. E.ON expects around 50,000 chats to be conducted this year, with figures rising dramatically to more than 120,000 in 2017. The company also foresees consumers getting a better experience than ever before, particularly because they should be able to gain instant query resolution.

E.ON Managing Director of Residential Business David Bird said: “We want our customers to be able to contact us easily, quickly and in a number of different ways that suit their individual needs. Over the past six months we’ve responded to more than 22,000 customer questions via our social media channels and, in January, for the first time ever, our digital interactions with customers exceeded the number of offline interactions we had.”

For call centres that want to broaden their appeal and provide consumers with even more ways to get in touch, live chat can be ideal. As E.ON has demonstrated, large numbers of people are using this service to gain optimised consumer care and swifter problem resolutions.

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