imimobile announces npower as first Apple Messages for Business client in the UK

Energy provider to use Apple Messages for Business for Contact Centre agents to support smart meter roll out

London

Global cloud communications software and solutions provider IMImobile PLC, today announced that one of the largest energy providers in the UK, npower, is its first client on Apple Messages for Business. npower will be utilising Apple Messages for Business to improve its customer experience for customers looking to switch to a smart meter.

Apple Messages for Business is a new way for consumers to connect directly with businesses using the Messages app on Apple devices. With more than 1.3 billion active Apple devices worldwide[1], Business Chat provides a significant reach and an unprecedented opportunity to create powerful and seamless messaging interactions between consumers and businesses.

Jon Drinkwater, Head of Digital and Data at npower commented, “We are pleased to be the first energy provider in the UK to launch Apple Messages for Business. Reaching our customers via new and innovative conversational channels is key to differentiate our customer experience strategy. Customers wanting to get in touch with us about Smart meters will be able to use the Business Chat service enabled by IMImobile’s platform via the Smart ‘Contact Us’ page on npower.com.[2]”

npower will use Business Chat accessed via IMImobile’s contact centre chat platform, to share rich media messages with customers illustrating the benefits and installation process of switching to a smart meter. Customer service agents are also able to trigger post-chat surveys using Apple Messages for Business list picker functionality. Uniquely, npower and IMImobile enabled the use of Emojis as part of the survey to increase customer responses and use the results for internal training and assessment.

Jay Patel, Chief Executive at IMImobile, commented, “Apple Messages for Business 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.”

For more information about Apple Messages for Business please click here.

[1] https://www.apple.com/uk/newsroom/2018/02/apple-reports-first-quarter-results/

[2] https://www.npower.com/help-and-support/contact-us/

For further information please contact:

Charlotte Jewsbury, Marketing Director. jewsbury@cisco.com
(408) 526-4000

About Webex CPaaS Solutions

Webex CPaaS Solutions (previously known as imimobile) provides cloud communications software and services that manage business-critical customer interactions at scale. 

Our enterprise-grade, cloud communications platform (CPaaS), Webex Connect delivers end-to-end customer journeys by orchestrating, automating, and monitoring interactions and integrating with existing, disparate back-end systems. This provides a choice of tools and capabilities for IT teams, developers and line of business teams to build seamless customer experiences

We also provide a set of SaaS applications designed specifically for business users who are looking for pre-packaged applications for use within their organization; these include Webex Campaign, Webex Engage, Webex Notify and Webex Assist.

To put it simply, we help businesses to lower costs, reduce complexity and accelerate IT roadmaps. We believe that customer experience is the key competitive advantage for consumer businesses. So, we’re creating a world where enterprises can stay constantly connected to their customers. A world where every touchpoint, on every channel, is an opportunity to deliver rich, engaging, intuitive experiences.