Alternative network operator and UK ISP Brsk, which covers 552,000 premises (536k RFS) in England via their full fibre network and is in the process of being merged into Netomnia (here), has today become one of the first internet providers to introduce real-time customer support via WhatsApp.
Despite today’s announcement claiming that Brsk are “the first [in the industry] to introduce real-time customer support via WhatsApp,” it’s worth noting that they’re actually not the first. In fact, a number of internet providers, such as OneCom and Yayzi, already provide this feature and it’s also used in businesses across various other sectors. But it’s still a very useful feature to have.
The provider’s new WhatsApp support channel is currently part of a pilot project with a “select group of customers“, although Brsk are planning a phased roll-out as they refine the service. “Early feedback has been positive, indicating increased customer satisfaction and engagement,” said the provider.
At present the channel is being managed by customer support agents, albeit supplemented by AI tools that learn and optimise response strategies (i.e. the idea being to surpass the capabilities of traditional chatbots, although AI solutions aren’t universally loved by all consumers).
Kirsten Eddey, Chief Customer Officer for brsk, said:
“Introducing WhatsApp support is a significant step in our commitment to exceptional customer service. We aim to make broadband support as effortless and effective as possible because our customers deserve nothing less.”
The important thing to take away from all this is that Brsk are adding an additional, but optional, channel for support and not taking anything away. In that sense, whatever you may think about the use of AI, it’s still a positive to have another choice about how you engage with the ISP.