Leading Internet and IT service provider AccessKenya Group, has become the first company in Kenya to offer customer service through live chat.

Online savvy clients now need not make calls or write emails to targeted departments to communicate directly with group representatives. Through the new Live Chat Platform, users are able to chat live with a human contact by accessing the Live Chat window that is hosted within the firm’s website homepage (www.accesskenya.com).  Plans are also underway to provide customers with software to load on their PCs to remove the requirement to go to the website to open a chat session.

“With the introduction of the Live Chat service, we are simultaneously launching three areas.  The key area is customer service where someone can immediately chat with one of our customer service agents.  Not only that but we also have the option for people to chat with a Client Relations Executive and also a Sales Representative.  In the future we will also extend this to our Accounts Department so that billing queries can also be dealt with using Chat.  Our clients are now guaranteed a real-time human touch and by implementing this, we are responding to the increasing need of people and businesses that require immediate responses to their issues and queries.” Says Jonathan Somen, Group MD, AccessKenya Group

The live chat service is extremely simple to use and in the case of Customer Service, it is offered every day all round the clock and it now increases to four the number of ways that AccessKenya clients can talk to their provider in case of any issues or questions.   Currently AccessKenya offers normal calls to the helpdesk, a self service call centre where clients can log their issues with the company and automatically get a ticket number and the third option is by emailing the company which will also automatically generate a ticket for the customer.

This new addition will not only provide an efficient, time saving and cost effective channel of communication for clients, but is part of the group’s recent initiatives aimed at enabling customers to quickly access its products and services and at the same time giving their valued feedback as the business continues to provide customized solutions to customers’ needs.

In line with this, the  Group has just fully upgraded its customer service platforms by investing Kshs 25 million in solutions which include the globally recognized HEAT ticketing system, an automatic ticketing solution that  drastically compacted time spent by a client to get their query solved. In addition, the company has integrated its call handling system with the globally acclaimed Internet Protocol Contact Manager (IPCM) that handles incoming calls and emails ensuring calls and emails are responded to in record time.

Furthermore, to allow for smooth telephone transfer and fast resolution of a client query, the company has integrated its Nairobi office and Mombasa regional office PBX phone systems.  Clients calling Nairobi office can be transferred to Mombasa office telephone extensions and vice versa. Clients can further access the company’s products and services closer to them and at flexible hours at the group’s retail store, at the Westgate shopping mall.

“AccessKenya is offering live chat with a view to enhancing communication and dialogue with our customers and increase our customers' satisfaction levels. Our focus has been providing excellent customer service and value for money, and these latest initiatives goes further to attest to our commitment.  We believe that Customer Service will be a key battleground of the future and we believe that these enhancements will push us further ahead of all our competition", concludes Jonathan