Ikeja Electric Launches Live Chat for Instant Response to Customer Complaints

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Ikeja Electric, Nigeria’s largest power distribution company has launched an online “Live-Chat” service which enables customers engage with trained customer service representatives on a real-time basis.

The online chat service, which is compatible with all Android, IOS and Blackberry devices, is user friendly, interactive and robust with customers receiving instant responses to enquiries, complaints and questions they post, on the go.

Speaking on the launch of the service, the company’s Head of Corporate Communications, Felix Ofulue, noted that the deployment of diverse customer facing technology solutions is a deliberate attempt to bring the brand to closer to IE Customers.  “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”.

He explained that integrating the service on various operating systems provides 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 said.

The Live chat can be accessed through the Ikeja Electric Website , using the Live Chat icon, conspicuously displayed on the site homepage, with a bold banner “Let’s Chat” that calls the attention of interested users

The company also unveiled plans to roll out “Do-It-Yourself” Point of Sale (PoS) terminals in all of its six business units to allow paying customers process their payments on secure terminals by themselves. The pilot terminal deployed at the company’s Corporate Headquarters is already well received with several customers seen processing their bill payments on their own. Customers are urged to take advantage of these solutions which have been put in place by IE to promote excellent service delivery.

Ikeja Electric has consistently improved on its multiple touch points which customers have taken advantage of in resolving service related issues. Ikeja Electric is also consistently improving on safety and service standards across her network by deploying innovative initiatives such as the Network Safety Monitoring and this has resulted in improved power supply, much to the delight of residents and business owners, Ofulue stated.

 

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