Brsk, one of the UK’s fastest-growing full fibre broadband providers, has set a new industry standard for alternative network providers (altnets) by being the first to introduce real-time customer support via WhatsApp.
This move places the brand directly in their customers’ hands, providing instant access to vital information and assistance via a trusted and widely used platform.
Brsk has initiated a pilot project with a select group of customers and plans a phased rollout to continuously refine and enhance the service. Early feedback has been positive, indicating increased customer satisfaction and engagement.
With around 39 million WhatsApp users in the UK alone, adopting this platform is a natural progression for brsk. The provider is already renowned for outstanding customer service, as demonstrated by their 4.6 / 5 Trustpilot score and by taking the title of Best Customer Experience at the 2023 ISPA Awards.
By leveraging WhatsApp, brsk aims to:
- Sustain and improve customer satisfaction scores.
- Accelerate response times for customer inquiries.
- Engage with customers on a familiar platform, offering convenience and reducing the need for lengthy phone calls.
Kirsten Eddey, Chief Customer Officer for brsk, stated: “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 WhatsApp support channel is currently managed by customer excellence agents, supplemented by AI tools that learn and optimise response strategies. This ensures efficient and accurate support, surpassing the capabilities of traditional chatbots.
Anyone wanting to check brsk’s full fibre coverage can do so at http://www.brsk.co.uk.
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