ENNIA Webcare Team reaches milestone
On Thursday, March 18th, COVID-19 led to the early introduction of ENNIA Webcare, and now within 2 months our Webcare team has helped more than 1000 clients.
Clients from all islands use Live Chat on the ENNIA website or Messenger on ENNIA’s Facebook page. Questions can be asked 24/7, but between 9:00 and 17:00 requests are addressed and handled straight away. Some days there are peaks of up to 60 chats.
With the current staff the team is well able to handle all inquiries, and there’s a close collaboration with the various departments to look into any specific requests. The response has been very positive, and if there is a need to look into a certain question, the client doesn’t mind at all because they’re happy to be looked after.
Once the request has been handled the client has the opportunity to give their satisfaction score, and up to now ENNIA has a satisfaction score of 97%.
On the picture the Webcare Team with the apple pie treat given by management in celebration of reaching the 1000 chat milestone.