ScottishPower is using an intelligent web-based self-service system to enable faster, more accurate answers to customer queries.
The system, from Transversal, ensures customers receive rapid responses to their online account queries.
'We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online,' said Nicola Morrison, online manager at ScottishPower.
'As part of our overall aim to be the industry’s number one for customer service we needed to ensure that they had fast, accurate answers to their queries. The system. but has given us an unparalleled insight into our customers’ requirements through the ability to analyse the questions they are asking,' she said.
Increasing the number of its 5.2 million UK customers that manage their gas and electricity accounts online is part of ScottishPower’s business strategy to become the UK’s best integrated power provider.
Some 95 per cent of customer questions are now answered automatically, improving customer service and encouraging consumers to adopt more online services such as meter reading and billing.
ScottishPower introduced a new web site in February 2007. Customers can enter meter readings online, view and pay bills, change services, update personal details and notify the company when changing address.
'We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online,' said Morrison.
By investigating the type and number of questions asked on its site, ScottishPower has been able to ensure that the right information is immediately available to its customers without needing to invest in costly market research. For example, after seeing a growing number of queries on energy efficiency, this information was made more visible on the new site.
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