Customers have chances to experience "3 eases"
Ease of access to, ease of involvement in and ease of monitoring of electricity services are EVN's criteria on the basis of improving service quality towards customer satisfaction. However, how do customers really experience these "3 eases"?
In addition to the traditional call center channel, EVN's electricity customers have become more and more familiar with other communication channels on the internet such as applications on phones, emails, webchat and via social networks such as Zalo, Facebook, etc.
With 24/7 service, customers' use of electricity services has become increasingly convenient. Currently, EVN has provided online electricity services at level 4, which is the highest level according to the Government’s regulations. By 2019, the entire process of delivering electricity services to customers will be done electronically.
Customer care staff are ready to serve electricity customers 24/7
On the digital transformation roadmap, the customer care centers have applied technologies to replace human power to serve customers more effectively. For example, the Customer Care Center of EVNHANOI has applied artificial intelligence (AI) to develop a chatbot to serve customers via Facebook messenger application; the Customer Care Center of EVNCPC has developed a "virtual assistant" based on "text to speech" platform to respond to customers, which can simultaneously serve many customers with less dependence on telephonists, etc. EVN has really switched from a pure electricity supplier to an electricity service provider and thus bringing more advantages to customers.
On average, each year, Customer Care Centers receive 8 million requests from customers. The number of requests sent to the customer care channels has been increasing. This is a very positive signal, demonstrating EVN’s prompt grasp of and response to customers’ needs of being served before, during and after buying electricity. At the same time, customers newly using and reusing consulting services of the Customer Care Centers reveal that the quality of these services has satisfied the requirements of many electricity customers.
100% of customers shall be familiar with and use services of Customer Care Centers by 2025
The convenience of using services through Customer Care Centers has been recognized by customers, especially during the COVID-19 pandemic, the centers have contributed significantly to improving the quality of electricity services, creating breakthroughs in business - customer service activities of EVN.
However, in fact, the number of customers aware of services of Customer Care Centers of the power sector is still limited. Survey results disclose that, at present, only more than 50% of the interviewed customers know about Customer Care Centers. In addition, due to the limited human resources, at some time, especially during heat waves, natural disasters, floods, etc., there remains a situation where call centers of Customer Care Centers are unreachable by customers.
Therefore, it is necessary to promote communication about Customer Care Centers, and communication made by the Centers themselves about electricity services. By 2022, it is targeted that 80% of customers will be aware of and use services of the Customer Care Centers; and by 2025, this number will reach 100%.