Press Releases / 11th October 2018

Energy provider to use Apple Business Chat for Contact Centre agents to support smart meter roll out

Posted by Nicole Buckfield

London, October 11, 2018 – Global cloud communications software and solutions provider IMImobile PLC, today 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[1], 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.[2]

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.

npower customer survey, list picker functionality
of Apple Business Chat including emojis.

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.”

For more information about Apple Business Chat please click here.

[1] https://www.apple.com/uk/newsroom/2018/02/apple-reports-first-quarter-results/

[2] https://www.npower.com/help-and-support/contact-us/

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About IMImobile

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 further information please contact:

IMIMOBILE PLC

Nicole Buckfield,                                                                   c/o Spark Communications
Corporate Communications Manager                                  Tel: +44 (0)20 7436 0420

Spark Communications – PR Contacts

Alex Crawshaw                                                                    Tel: +44 (0)20 7436 0420
Andy Lloyd-Williams                                                            imimobile@sparkcomms.co.uk

 

About npower:

npower (npower Group plc) 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.

The key markets are Germany, UK, Netherlands and Belgium as well as several countries in Central Eastern and South Eastern Europe.

For further information about npower please visit npower.com – We are also on Facebook, Twitter (@npowerhq) and YouTube.

For more information, please contact Sunita Patel, Consumer PR Manager at npower, 07866 540 465 sunita.patel@npower.com   

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