ENGIE Electrabel Partners with Sparkcentral to Support its Energy Customers via Digital Messaging

Leading enterprise digital customer engagement platform Sparkcentral today announced its partnership with ENGIE Electrabel, a subsidiary of the international, publicly traded ENGIE Group that provides energy and energy services across the world. ENGIE Electrabel selected Sparkcentral to better engage its millions of customers and deliver support across digital channels like Twitter, Facebook Messenger, mobile apps, the website and more.

The partnership is the first deal of its kind for both parties, leveraging digital customer service within the commodities industry, where deregulation is creating more competition for customer loyalty. According to an IBM benchmark study, utility customers in Europe are discussing topics like bill costs and service issues more frequently on social media. However, customers addressing issues with their service providers via social media commonly receive a response asking them to call or email for assistance. This request to switch channels is considered a “high effort” interaction, and ENGIE Electrabel’s strategic move to digital messaging will ensure that customers are receiving the support they need in their preferred channels.

“Sparkcentral understands our needs and we share the same vision of messaging-based customer service propelling communication between customers and service providers today and into the future. In this way, we will be able to enhance our relationship with new and existing customers through more personalized, streamlined communication,” said Jan De Smet, Head of Customer Service & Operations for B2C & B2B at ENGIE Electrabel.

“Customer service quality has always been a key differentiator for ENGIE Electrabel on the Belgian market. Social media and mobile messaging is rarely fully leveraged in the utilities industry, so we have the opportunity to truly differentiate in offering a higher level of customer service and delight our customers,” said Annick Rossey, Chief Marketing & Sales officer, Belux.

According to Sparkcentral’s “Customer Messaging: Happy Customers, Productive Employees & Better Financials” report launched earlier this year, companies using messaging achieve nearly 3x greater customer satisfaction and lower the customer effort required for service…

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