Neoenergia highlights whatsapp's relevance in customer service


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 Whatsapp in customer service

Platform promotes speed, efficiency and practicality to customers who need to request or use company services

 Whatsapp in customer serviceIn an increasingly digital world, technology is always present in the day-to-day life of companies. Neoenergia, which has pioneering and innovation in its DNA, increasingly uses the WhatsApp channel to serve its more than 15.6 million customers. To request services such as second way of account, account payment, reconnection, power outage, among other services and more than 80 topics with various information, the company offers the convenience, efficiency and security of the platform so that consumers have their needs met without leaving home.

Among the distributors Neoenergia Coelba (BA), Neoenergia Pernambuco (PE), Neoenergia Cosern (RN), Neoenergia Elektro (SP/MS) and Neoenergia Brasília (DF), the company registered approximately 12 million calls, involving 3.6 million customers via virtual assistant on the Chatbot platform of WhatsApp, in 2021. In addition, the group implemented initiatives throughout the year, such as the Self-Reading service (Neoenergia Elektro), Consultation and negotiation of debts, as well as the reconnection request service, which ensures the possibility of using the features in an integrated way, such as consulting your outstanding invoices, performing the negotiation and finally requesting the reconnection, without leaving the application.

One of the facilitators to accelerate this process of digitization and innovation in the company is the Digital Connection Project, considered the most important Brazilian Research and Development Project (R&D Aneel) focused on the customer in the electricity sector. Officially launched on March 6, 2020, the project is based on three pillars: modernization of the customer journey, integrated development of digital solutions and digital inclusion.

" Investing in technologies to improve customer service is one of our focuses. We realize how practicality and agility are relevant during the moment of interaction and WhatsApp delivers exactly that, because it is present in the life of a large part of the Brazilian population. To those who do not yet use the tool, we have several other channels and possibilities for the client to feel assisted throughout the process", reinforces Sebastião Elias, Superintendent of Customer Relationship.

The in-app service works simply. By sending a message to the registered number of one of Neoenergia's distributors, the customer initiates contact with the contacted concessionaire. This is the first step in interacting with technology that uses artificial intelligence to conduct a conversation. Innovation, available through messaging systems, transforms the relationship with the client and becomes an important ally in the digitization of services, especially during the Covid-19 pandemic, which demands social distancing.

One of the pioneering highlights of Neoenergia was the payment of the electricity bill via PIX, made available on the same day that the service officially began operating in the country, on November 16, 2020. This year, the company also began to make the option of payment with PIX available to all customers who requested the second route of invoices on WhatsApp. With the update, the bot sends the code in "copy and paste" format directly through the messaging application in an automated manner. In addition to the second route of invoices, the code will be made available on the platform for the service of consultation and negotiation of debts.

Another innovation is in the digital invoice, which can be sent by the application, in order to replace the printed invoice, offering more convenience to the customer. The company pioneered the electricity sector when it launched the digital invoice registration and delivery service by WhatsApp in October 2020. Since then, the company has taken actions to stimulate the registration of customers to opt for virtual delivery.


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