Enel Distribución lanza servicio de autoconsulta para emergencias en redes sociales (Inglés)

Published on martes, 18 octubre 2016

Automatic instant messaging service enables to improve response time to user.

Fourth convocation of innovation challenge has open its applications until October 26th. The selected projects will have the opportunity to be incubated and then join the Company in its portfolio of services.


Santiago, October 18th, 2016.- Starting this week, Enel Distribución’s customers in Metropolitan Region will have a faster attention in electrical emergencies situations when they use the hashtag #luz in the social network Twitter, thanks to the new self-care service by instant messaging called “Chattigo”.

Chattigo was one of three startups chosen last year by the “Energy Start” program of Chilectra, today Enel Distribución. This process is developed by the Company with Imagine Lab, incubator and business accelerator supported by Microsoft Chile to enhance technology-based innovative entrepreneurships throughout the region.

The service operates with commands written in direct messages of Twitter, for example #luz. Immediately, the platform sends a response and informs some data of the client, such as address, phone number and service status (programed power outage, debt or another situation in Chilectra networks), or generates a service order to be visited by a technical team in the field. If that customer’s ID number is not registered in Twitter, the platform will ask his client number or address to identify the problem.

Soon this service will be also enabled on the Facebook account of the power distribution company. “Chattigo facilitates, improves and monitors the communication of a large number of chat channels and SMS, enabling to get better satisfaction in the customer care thanks to its easy use and immediate response”, says Ramcey Puigmarti, company’s cofounder.

With the implementation of Chattigo and the Twitter integration into Company systems, the customer will have a strengthened communication channel. Thanks to a simple interaction, the service will provide trust worthy information and a fast response to the incidence, for example a power outage.

Chattigo was chosen to be part of Enel Distribución’s service since it offers an innovative solution by using social networks to communicate with customers. Also, it adapts better to the need of the company to provide faster responses.

Jean Paul Zalaquett, Enel Distribución’s Head of Innovation, notes that “we are pleased to announce this launch, because this represents the constant effort of the company to provide better service to our customers. This time, we are using the technologies that users employ to communicate every day, such as social networks”.

This new service is a good example of the “Open Power” philosophy that promotes the Enel Group in Chile. One of its pillars is to open up to collaborative links with customers that allow joint progress in developing new services and ways of increasingly personalized management. This is why Enel Distribución again joins Imagine Lab in the “Energy Start” program, focused in projects that have minimal progress status, and propose technologies, business models, strategies or applications oriented to five important points: energy efficiency, deep knowledge of customers, electric mobility, interactive resources and disruptive energy.

Energy Start is now receiving applications. In its fourth convocation it is inviting entrepreneurs to apply for the challenge. The applications will be admitted until next October 26th. All details, how to apply and bases are published in www.imaginelab.c