Category

Pick a topic

ENGIE expands its omni-digital customer service with Dimelo

Ring Central Blog

Share

URL copied
2 min read

As part of its digital transformation, electricity provider ENGIE is enhancing its customer service experience by offering its customers new contact options, including messaging and chat. To process inbound messages through these digital channels, the company chose the RingCentral Engage solution.

Mickael Hulin ENGIE Mickael Hulin, Service Delivery Manager in charge of digital publishing at ENGIE talks about the company’s omni-channel strategy.

What are ENGIE’s primary needs in terms of digital customer care?

ENGIE wanted an omnichannel solution that could handle the latest customer service channels. We were looking for a flexible, user-friendly tool for our 3,000 customer service representatives. We chose RingCentral Engage from among the various options on the market.

Which Ring capabilities influenced your decision to adopt it?

We chose RingCentral Engage for the many channels it’s built to handle, including email, chat and social networks (Facebook, Twitter, Google+). It also gives us the option to incorporate messaging into our mobile application. And all of these channels are managed with the same user interfaces.

Why incorporate emails into the same platform you use to handle the other digital channels? How does that help optimize management?

For the simple reason that email is still the primary digital channel. By integrating it along with the other channels, like chat or social networks, we get a 360° customer view, which is precisely what we wanted from the omnichannel approach.

ENGIE Messenger

How easy was it to integrate the solution with your other customer care tools?

D has APIs and built-in webhooks that ensure easy integration with other tools like our CRM, as well as our customer service agents’ expertise database. Because of this, with incremental implementation, we had RingCentral Engage up and running in only 5 months.

What kind of results have you seen since you started using RingCentral Engage?

Early feedback has been positive: we reduced the response time for our Messenger channel, as well as emails, thanks to the user-friendliness of the tool and how easy it was for our agents to get the hang of it. It only took 2 hours of training for our staff to learn how to use the new tool, which they described as “modern and easy to use.” Another b point: a satisfaction survey integrated into the RingCentral Engage solution allows our representatives to see the ratings customers provide on the chat channel, and we have the option to extend this to other channels as well.

What are the next steps for customer care at ENGIE?

Our next steps are to add forums to the solution, where our customers can talk about us and we can get even closer to them. We are also looking at adding a messaging feature to our ENGIE app so customers can contact us directly through the app.

Originally published Jan 04, 2018, updated Sep 23, 2021

Up next

Digital Engagement

Video: Bouygues Telecom’s premium Digital Customer Care

Since its creation, Bouygues Telecom develops offers to bring digital revolution to everyone. Its strategy is driven by the will to intensify its customers’ digital usages. Its 3500 customer advisers are all held towards the objective of satisfying customers’ needs, by building a human, warm and attuned relationship. Since 2011, Bouygues Telecom has been working ...

Share

URL copied

Related content

Digital Engagement

6 Trends Shaking Up Customer Care in 2019

Digital Engagement

Chatbot Summit: the collaboration between agents and chatbots

Digital Engagement

8 Common Chatbot Myths Debunked

Before you go...
Get our very best content for free and start working better from anywhere
You’re in! Thanks for signing up. Keep an eye out for our emails in your inbox.
Get the Remote Work Playbook
Everything you need to know in one place
Get the 2021 State of Hybrid Work Report
Learn how businesses are managing a partially remote workforce
You’re in! Thanks for signing up. Enjoy your copy of the Remote Work Playbook.