Monday, July 4

Naturgy advances in its digitization strategy with the expansion and improvement of its online channel

Naturgy (Gas Natural) is in a deep process of digital transformation of its businesses and processes, which is also being implemented in customer service, with the aim of simplifying procedures and improving the customer experience with the company.

Under this criterion, the energy multinational has redesigned its digital customer service space and has turned it into a more complete and agile communication channel, aimed at customers and non-customers, with a friendlier, simpler and more intuitive environment, in line with the new positioning of the company based on the Transforming Together purpose.

Naturgy clients can find in the new digital Clients Area everything they need to keep up to date with their contracts, follow up on their requests online and check the status of their procedures at all times. What’s more, the new incorporated functionalities simplify the process of many procedures. Among the most outstanding novelties, are the choice of the day of payment of your invoice, the immediate payment of pending invoices or the registration of a new supply. Customers can also calculate the required power and manage their change.

The new digital space also offers a simulator of the cost of the installation of photovoltaic panels and an option that allows you to see which rate best suits your needs. But without a doubt, the most revolutionary management is to allow the payment of invoices with cryptocurrencies, such as bitcoins, also being the first energy company to implement this payment system.

Naturgy has also incorporated its virtual assistant Pepe, which accompanies the client at all times to help him solve his needs from beginning to end, as well as WhatsApp as service channels. In addition, it has created a space for non-customers, in which they can find out which energy rate is the one that best suits their needs, and carry out online contracting of services such as urgent repairs.

With this new boost from its digital channels, Naturgy continues working to improve customer service, with whom it also interacts by phone, email and social media, or in physical centers with face-to-face service.

New models of digital communication with clients

In the third quarter of 2021, Naturgy’s digital uptake in Spain multiplied by 3.5 compared to the same period of the previous year, while consolidating the digital plan with partners and agencies.

Similarly, the increase in visits to digital channels over the past year stands out, with an increase of 29%, and the number of registered customers in the Customer Area, which has increased by more than 30% prior to the new digital space.

Additionally, it should be noted that has registered more than 12 million visits until the third quarter of 2021 and more than 3 million accesses to its customer App, managing to offer relevant information to more than 150,000 users through its virtual assistant Pepe.

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