Kenya Power improves customer service.
Kenya Power presents customer with the USSD platform for meter readings. Image credit: 123fr.

Nigeria’s power distribution company, Ikeja Electric, has unveiled a WhatsApp messaging solution, which offers real-time customers complaints resolution and 24-hour customer support service.

Ikeja Electric explained that the IE WhatsApp Chatbot works like the regular WhatsApp platform and enables seamless two-way communication between the customer and the company through the chat interface.

The power distributor noted that through the dedicated WhatsApp Chatbot number (09088951626), customers can get their account details, check and pay bills, confirm payments, report faults, make complaints and request for a prepaid meter.

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Speaking on the initiative, head of corporate communications for Ikeja Electric, Felix Ofulue, explained that the power distributor’s decision to deploy the service is part of its major push to deliver an optimum quality customer experience through technology.

“Ikeja Electric as a business is following through with our digital transformation initiative to deliver optimal quality customer service using technology. WhatsApp, on the other hand, is a platform that has millions of users and huge adoption for customer resolution. Our goal is to ensure that our customers are able to reach us on WhatsApp as an easy medium of communication and to ensure we meet our target of delivering excellent service,” said Ofulue.

He pointed out that the company has over 800,000 customers within Lagos metropolis and as a business that understands consumer’s behaviour, motivations and needs, it has become imperative to introduce the WhatsApp channel to augment other existing customer touchpoints.

Using the WhatsApp Chatbot, customers can also check supply availability, report case of energy theft or vandalism, request for new connection and get answers to Frequently Asked Questions (FAQs), among other services. Customers can also speak with Customer Care Representative via the IE WhatsApp Chatbot if required.

Ofulue said the introduction of the service will further optimise the Call Centre resources and also enhance the customer experience as the solution is capable of personalising conversations, this will, in turn, add to the value and quality of interaction.