ScottishPower automates online customer enquiries
New software provides insight into customer needs
By Tash Shifrin | Published 13:23, 26 February 07
ScottishPower has seen 95% of online customer enquiries answered automatically since implementing self-service technology on its website.
The energy firm is seeking to improve the experience of visitors to its website as part of moves to increase the proportion of its 5.2 million UK customers that manage their gas and electricity accounts online.
It installed Transversal's Metafaq web self-service product to replace its earlier static FAQ pages in August last year following a one-month appraisal.
The software has allowed the power firm to analyse the type and number of questions asked by online customers and adjust the website’s content to reflect their needs.
The Transversal product was selected because it offered straightforward integration with ScottishPower’s existing web infrastructure, strong reporting capabilities and could be easily updated without the need for specialist skills.
ScottishPower online manager Nicola Morrison said: "We are committed to making it easy for our customers to benefit from the flexibility and cost savings of managing their accounts online.
"As part of our overall aim to be the industry's number one for customer service we needed to ensure that they had fast, accurate answers to their queries.”
The Transversal technology had helped underpin the firm’s online growth and given it better insight into customers' requirements through analysis of their online queries, she added.
