IMImobile announces npower as first Apple Business Chat client in the UK – npower to use Apple Business Chat for Contact Centre agents to support smart meter roll out
IMImobile PLC have 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 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.”
IMImobile is a cloud communications software and solutions provider that enables companies to use mobile and digital technologies to improve and automate customer experience and engagement.
IMImobile’s cloud software platform manages over 42 billion messages and 44 billion commerce transactions a year across the world. Organisations that trust us to deliver smarter digital customer engagement include Centrica, AA, O2, EE, BT, Foxtons, Pizza Hut, Vodafone, AT&T, MTN, three of the major retail banks in the UK and public-sector organisations in India, US and the UK.
IMImobile is headquartered in London with offices in Hyderabad, Little Rock, Toronto, Dubai and Johannesburg and has over 1,100 employees worldwide. IMImobile is quoted on the London Stock Exchange’s AIM market with the TIDM code IMO.
For additional information on IMImobile visit their Website
npower is one of Britain’s leading energy companies and is part of the innogy SE group.
We serve 4.84 million residential and business accounts with electricity and gas (first quarter 2018). innogy SE is Germany’s leading energy company, with revenue of around €43 billion (2017), more than 40,000 employees and activities in 16 countries across Europe.
With its three business segments Grid & Infrastructure, Retail and Renewables, innogy addresses the requirements of a modern, decarbonised, decentralised and digital energy world. Its activities focus on its 23 million customers, and on offering them innovative and sustainable products and services which enable them to use energy more efficiently and improve their quality of life.