Nigeria’s power utility Ikeja Electric Plc improves its customer service communications by launching an online ‘Live-Chat’ service to address complaints in real-time.In Nigeria, Ikeja Electric (IE) has last week stated that customers of the power utility will now be able to engage with trained customer service representatives on a real-time basis. This is in line with its commitment to improve customer experience and further promote excellent service delivery.
According to local media Vanguard, Felix Ofulue, the company's head of corporate communications, highlighted that the deployment of diverse customer facing technology solutions is a deliberate attempt to bring the brand closer to the company's customers.
Ikeja Electric to ease services
It is reported that the online chat service is compatible with all Android, IOS and Blackberry devices, and will allow customers to receive instant responses on enquiries, complaints and questions as they post them.
Ofulue said: “As a customer-oriented company, we are constantly developing initiatives and services that deliberately bring us closer to the customers, right where they are, as individuals.
“This is just one of the ways we can also delight them and earn their confidence as well. So, if they have something to tell us, it is also right that they do so at their convenience.”
Ofulue explained to the media that incorporating the service on various operating systems will provide seamless access via mobile devices, tablets and desktops, to IE customer care representatives.
“So, they speak to us conveniently while we listen. Our customers deserve this type of access, and we are pleased to provide it,” he stated.
NERC penalises IE
Ikeja’s announcement follows after the Nigerian Electricity Regulatory Commission (NERC) had recently penalised the power company for failing to satisfactorily address service complaints.
It is reported that, along with other companys, the NERC found Ikeja Disco guilty of violating its licensing terms and conditions on three grounds and had fined the company N10,000 ($31) per day on each of the three grounds of misconduct with effect from 22 April 2016 till 25 July 2016 when the directive was signed.
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