Call Centre Manager
Queensland Urban Utilities
1:55 PM Case Study: Webchat and Social Media: Creating Engaging Experiences with Tech-Savvy Customers at Queensland Urban Utilities
Once you go live with chat bots, webchat and social media interaction, where do you go from there? Queensland Urban Utilities are plowing forward with their new chatbot and trailing Facebook messenger communication. From embracing new customer contact channels, QUU aims to increase their customer satisfaction and create positive knock on effects in the future as customer learn to engage when they want and how they want.
- Understanding the steps required to identify customer contact habits and develop the channels suited to them
- Developing internal digital competencies with staff to support and successfully roll out webchat and social media functions
- Ensuring interactivity from CX and UX perspective to enable continuous engagement with agents and customer