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Ikeja electric launches live chat for customer complaints

By Kehinde BASHIR

In line with its commitment to improve customer experience and further promote excellent service delivery, Ikeja Electric PLC, 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, according to them, which is compatible with all Android, IOS and Blackberry devices, is user friendly, interactive and robust with customers receiving instant responses to inquiries, complaints and questions they post, on the go.

Speaking on the launch of the service, the company’s Head of Corporate Communications, Felix Ofulue, stated that the deployment of diverse customer facing technology solutions is a deliberate attempt to bring the brand closer to its customers.

His words: “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 that integrating the service on various operating systems provides seamless access, via mobile devices, tablets and desktops, to its 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.

The live-chat can be accessed through the company’s website, using the live-chat icon displayed on the site homepage, with a banner “Let’s Chat”.

In a similar development, the company has unveiled plans to roll out “Do-It-Yourself” POS terminals in all of her six (6) 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”, Ofulue informed.

He urged customers to take advantage of these solutions which has been put in place by the company to promote excellent service delivery.

The company has consistently improved on its multiple touch points which customers have taken advantage of in resolving service related issues.


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