videodesk enables E.ON to provide expert support to online customersBack to all Insights
videodesk Live Online Video Chat Solution on E.ON Website Enables Energy Provider’s Experts Support Online Customers as if in Physical Meeting
NEW YORK, NY – JANUARY 28, 2015 – E.ON, the world’s largest global provider of specialized energy solutions , today announced that supporting their new strategy of “Empowering customers, shaping markets”, they will introduce a market-leading customer support program featuring the services of videodesk (www.videodesk.com), the cloud-based, business-class online video chat solution services company. E.ON is a major investor-owned International energy supplier with facilities across Europe, Russia, and North America
Mr. Javier Anzola, General Manager of Liberalized Businesses – E.ON Spain, introduced this new level of customer service: “Thanks to videodesk, our customers have instant face-to-face access to E.ON experts from home or from the office. This enhanced customer service connection will allow our clients to interact with our staff, just as if they were to come to our offices or us to their location. ”
On the E.ON website, customers have access to all types of content, from current rates of electricity and gas to the best tips to save money by consuming less. They also have access to an online dashboard where they can manage their personal information concerning their contract, consumption, invoices, etc. With the addition of videodesk, the client can now obtain personalized advice by talking to an E.ON customer service expert, directly from his computer on the E.ON web page. E.ON ‘s main objective is to give its online customers the same level of support as during a physical meeting.
“videodesk is proven in the United States market to boost customer satisfaction and increase conversion rates by 300%. We are happy to be able to provide E.ON with this this asset and partner with them to be the first to introduce it to their Spanish customers”, noted Olivier Coste, CEO – videodesk. “Getting E.ON’s expert agents connected to their customers while they’re online is the key to increased customer service, increased satisfaction and customer loyalty.”
One of the top videodesk features for E.ON’s customers is the ability for an E.ON call center expert to share a customer’s computer screen and guide them through the features of the E.ON website. This allows the customer to find and see important information about their account with the call center expert immediately, while at the same time, educating the customer about how to get that information directly in the future.