DTEK Grids DSO reduced time of responding to the customer requests by an average of 68%

Advanced remote service channels helped improve the service during the war, they include: messengers chatbots, intellectual voice response menu (IVR), DSO websites and Facebook pages, contact centers. The company did everything to provide the customers with an opportunity to solve their issues wherever they were. 

“Digitalization and automation of the customer service help the company achieve such indicators even during the full-scale war. Last year, we have updated the chatbots by adding a possibility to check for stabilization or emergency power shutdowns, started using IVR to inform about the type of applied schedules of shutdowns, optimized DSO websites, thus allowing to increase number of users twice. The company also urgently engaged about 7 outsourcing contact centers for more prompt processing of calls. DTEK strives to become a benchmark of customer orientation,” — noted DTEK Grids press service. 

The company cares about safety of its employees. During the air alert, specialists of contact centers stop their work and go down to the nearest shelter. While there, they cannot answer the calls. Nevertheless, in 2022 the majority of customers waited for connection with the operator for less than 30 seconds, while DTEK Dnipro Grids, DTEK Donetsk Grids and DTEK Kyiv Regional Grids even managed to improve this indicator. 

At the same time, the company recommends to mostly use self-care services – chatbots or websites. This allows to get required information fast and 24/7 without calling the operator. 

Development of remote services helps customers save time and contact the company at any time for almost any issues without the need to visit service centers. 

DTEK Grids DSO will continue improving online customer service channels to make them even more user-friendly and convenient.