IMImobile enables Apple Business Chat for npower customers in the UK

Cloud communications provider, IMImobile, is providing UK energy firm, npower, with Apple Business Chat – its first client to use the service –  via IMImobile’s contact centre chat platform.

Going forward, npower will use Apple Business Chat to illustrate the benefits and installation process of switching to a smart meter.

Customer service agents are also able to trigger post-chat surveys using Apple Business Chat’s ‘list picker’ functionality. Uniquely, npower and IMImobile have enabled the use of Emojis as part of the survey to increase customer responses and use the results for internal training and assessment.

Launched earlier this year, Apple Business Chat allows consumers to connect directly with businesses using the Messages app on Apple devices. With more than 1.3 billion active Apple devices worldwide, Apple Business Chat represents a significant opportunity to create powerful messaging interactions between consumers and businesses.

We are pleased to be the first energy provider in the UK to launch Apple Business Chat. Reaching our customers via new and innovative conversational channels is key to differentiate our customer experience strategy.

Jon Drinkwater, Head of Digital and Data at npower

Apple Business Chat offers a new and powerful way for consumers to engage with brands and we are pleased to be part of a small group of approved Apple providers supporting this phase of the roll out. Conversational customer engagement, service and support present a huge opportunity for businesses, more so now than at any other time and we look forward to working with npower to further optimise the customer service experience.

Jay Patel, Chief Executive at IMImobile