ENGIE expands its omni-digital customer service with Dimelo
As part of its digital transformation, electricity provider ENGIE is enhancing its customer service experience by offering its customers new contact options, including messaging and chat. To process inbound messages through these digital channels, the company chose the Dimelo solution.
Mickael Hulin, Service Delivery Manager in charge of digital publishing at ENGIE talks about the company’s omni-channel strategy.
What are ENGIE’s primary needs in terms of digital customer care?
ENGIE wanted an omnichannel solution that could handle the latest customer service channels. We were looking for a flexible, user-friendly tool for our 3,000 customer service representatives. We chose Dimelo from among the various options on the market.
Which Dimelo capabilities influenced your decision to adopt it?
We chose Dimelo for the many channels it’s built to handle, including email, chat and social networks (Facebook, Twitter, Google+). It also gives us the option to incorporate messaging into our mobile application. And all of these channels are managed with the same user interfaces.
Why incorporate emails into the same platform you use to handle the other digital channels? How does that help optimize management?
For the simple reason that email is still the primary digital channel. By integrating it along with the other channels, like chat or social networks, we get a 360° customer view, which is precisely what we wanted from the omnichannel approach.
How easy was it to integrate the solution with your other customer care tools?
Dimelo has APIs and built-in webhooks that ensure easy integration with other tools like our CRM, as well as our customer service agents’ expertise database. Because of this, with incremental implementation, we had Dimelo up and running in only 5 months.
What kind of results have you seen since you started using Dimelo?
Early feedback has been positive: we reduced the response time for our Messenger channel, as well as emails, thanks to the user-friendliness of the tool and how easy it was for our agents to get the hang of it. It only took 2 hours of training for our staff to learn how to use the new tool, which they described as “modern and easy to use.” Another b point: a satisfaction survey integrated into the Dimelo solution allows our representatives to see the ratings customers provide on the chat channel, and we have the option to extend this to other channels as well.
What are the next steps for customer care at ENGIE?
Our next steps are to add forums to the solution, where our customers can talk about us and we can get even closer to them. We are also looking at adding a messaging feature to our ENGIE app so customers can contact us directly through the app.