Eskom, South Africa's leading electricity provider, is launching an innovative customer service model designed to enhance accessibility and engagement. This new approach integrates mobile 'Hub-on-Wheels' units, community pop-up points, and advanced digital self-service tools, marking a significant shift in how the company interacts with its customers.
Mobile 'Hub-on-Wheels' Units
Eskom is introducing mobile 'Hub-on-Wheels' units that will travel to various locations, bringing customer service directly to communities. These units aim to provide on-the-spot assistance, reducing the need for customers to travel long distances to access support.
Community Pop-Up Points
In addition to the mobile hubs, Eskom will set up community pop-up points in strategic areas. These temporary service centers will offer face-to-face interactions, helping to build stronger relationships with customers in underserved regions.
Digital Self-Service Tools
The company is also rolling out digital self-service tools to empower customers to manage their accounts and resolve issues independently. These tools include online portals and mobile apps, designed to streamline processes and improve efficiency.
Aiming for Improved Access and Engagement
Eskom's new model focuses on improving access to customer service and enhancing engagement through personalized interactions. By combining physical and digital solutions, the company aims to address customer needs more effectively and foster greater satisfaction.
This initiative reflects Eskom's commitment to modernizing its customer service operations and adapting to evolving consumer expectations in the utility sector.
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