Facebook Messenger - A Year Later…
For the past 18 months First Utility had a strong social media presence. Facebook and Twitter have had a major impact on the quality of our service and our reporting. This digital presence, along with the introduction of tone of voice guidelines, has helped us to turn frustrated customers into brand advocates.
In November 2015, supported by Conversocial, we were the first to launch Facebook Messenger for Business in EMEA. We’ve always felt it important to take a pioneering approach to service, looking beyond contact barriers and offering new ways for customers to get in touch. This gives the customer more choice and more control, and leads to more positive outcomes.
This year we’ve seen a substantial increase in monthly inbound contact. This has pushed us to perform even better, and we’ve set ourselves stringent best practice guidelines and taxing KPIs. Our overarching goal: To become industry leaders in relation to response times.