Eon launches live chat for customers

Eon has launched a new live chat service for residential customers give customers another way to manage their energy needs.

The new service supports Eon’s strategy to meet the needs of 44 per cent of its customers who chose to use digital channels to contact the supplier in 2015, compared to 30 per cent at the beginning of 2014.

The supplier’s live chat will be accessible via its website, and will work alongside emails and social media channels to give customers direct access to customer service advisers.    

Eon managing director of residential business David Bird said: “Over the past six months we’ve responded to more than 22,000 customer questions via our social media channels and, in January, for the first time ever, our digital interactions with customers exceeded the number of offline interactions we had, highlighting a significant shift in customer preferences when it comes to managing their energy accounts.”

Eon has predicted that it will undertake around 50,000 chats in 2016 and more than 120,000 in 2017.