Due to the lockdown, consumers of Adani Electricity Mumbai Ltd (AEML) did not have access to the physical consumer care centers and a clear shit was observed towards digital methods for query resolution and redressal, a statement by AEML said.
Out of the 5.5 lakh interacting consumers, a total of 3.7 lakh connected through the AEML website this year, in comparison to just 80,000 last year.
Approximately 5.5 lakh AEML consumers interacted with the company on its various digital platforms which includes their Chatbot, Website, Twitter, and other social media handles of AEML. A technological shift brought on by the social distancing norms encouraged consumers to reach out to AEML via its various digital channels.
Out of the 5.5 lakh consumers, a total of 3.7 lakh consumers connected through the AEML website this year, in comparison to just 80,000 last year. Over 1.5 lakh engaged through its Chatbot Elektra service, increasing by more than 10 times from last year. In 2019, only 9215 consumers had utilized the Chatbot service.
Apart from the 5.5 lakhs consumers who utilized various digital platforms of AEML, there were additional 1.1 lakh consumers who used their WhatsApp service that was introduced recently to its consumers.
Adani Electricity witnessed an increase of 400 per cent in the usage of their digital services. Out of the 5.5 lakh consumers, only 1 lakh consumers had used their numerous digital platforms in the 2019, increasing manifold this year.
Speaking on this an AEML spokesperson said, “During the times of the lockdown, it was imperative for us to take all important measures to ensure convenience to our consumers. To action this, we made available various digital options to all our consumers and till date, we have received tremendous engagement and response on our digital platforms. We will continue to extend our offerings on all fronts to provide maximum benefit to our consumers.”
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