Eversmart customer service enhancement – Reassurance and acknowledgement
With some recent setbacks implementing our new app and web portal, we would like to address and reassure all Eversmart customers of our commitment to customer service. We are an ever-evolving company and with evolution comes learning. Every action we take is with our customers in mind.
Over the past few years Eversmart has dramatically expanded and like any company we are adapting to ensure our customers receive the best service from us. We have some unique technology allowing you to see live energy updated every 6 seconds (Glow Stick link), along with multiple user-friendly technical enhancements.
During the application of our new exciting customer user enhancements, it is normal to have a few technical setbacks. We want to reassure our customers we are aware of the issues and everything is in hand.
A few of our customers have faced portal login issues, this is due to our new system updates. To reassure our customers this is in hand, we have fixed 90% of our customers login’s, please bear with us and let us know if you have any issues our team will support immediately, we always urge our customers to contact us if they have any problems. Eversmart have invested over £1mill in systems over the past 12 months, investing in development.
External paper billing is something Eversmart as a company do not push. This is extremely bad for our environment and we try to be a paperless company where we can. Environmental sustainability is in the forefront of everything we do. With regards to any other billing issues last year, this was due to an external entity out of our control – this has all now been fixed and managed.
To ensure our customer service is top quality we have implemented even further support for our customers, our internal UK customer service team has grown by twelve since January 2019. Lee Dearden (Head of Customer Service), has been brought on-board to steer further expansion of the team and to fully maintain and improve quality processes in line with the company’s anticipated growth.
Mr Dearden said: ‘We are already working on some major improvements. These include a new billing system, a new website and technology portal with improved help service solutions, revised shift patterns to ensure better coverage and new KPIs and reporting platforms.’
Customer service is the main reason Barney Cook (CEO of Eversmart energy), started this business and it will continue to be a number one focus. We would like to reassure all customers our service is and will continue to be top standard. Many companies experience setbacks, but it’s how you deal with them and learn from them that counts.
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For more information, go to www.eversmartenergy.co.uk
Grace Bowden (Senior marketing executive)