Spark Energy, the multi-utility supplier, is investing a further £1.5m in digital technology. The investment is focused on bringing the best possible customer experience to the smartphones, tablets and desktops of the company’s 400,000 customer accounts when they interact with Spark and its telco brand Home Telecom, as well as adding more value to the partnerships Spark has with letting and estate agents.
We’re constantly looking for ways to improve our customer experience and make it easy to engage with us.”
Spark Energy CEO, Chris Gauld (above), said,“We’re constantly looking for ways to improve our customer experience and make it easy to engage with us. Our new digital tech is live now, it is key to bringing down prices and increasing engagement amongst renters, buyers and sellers in the home move chain.
“Our customers tell us that they’re really comfortable managing their accounts at a time and in a place that suits them. Our new smart assistant chatbot, Ami, is now live and ready to help make life easier to manage the routine aspects of their account such as going online and paperless, giving meter readings which then immediately provide an updated and accurate bill. The introduction of Ami will help free up our customer service agents to deal with inquiries that are more complex and give even better care to those who need it most.
“This is just the start. The second release of our chatbot will include integration with Live Chat, the ability to set up a direct debit plan and to provide customers with top-up codes for their smart meters.
“This is the cutting edge of what energy suppliers should be doing for their customers. It has to be supported by great people so this year we’re hiring another 100 people. It’s all about offering the best tools to deliver a great customer experience and then tailoring that to the specific needs of our home mover customers.”