Industry News

Enbridge Gas Distribution is one of the fastest growing natural gas companies in North America, serving about 1.8 million residential, commercial and industrial customers.

Like many gas utility companies, the primary customer support channel has been the call centre. While this traditional channel provides effective customer support, web savvy customers are increasingly expecting other support channels that are available 24x7 and allow them to self-serve through the company web site. In addition, when customers use self-service channels, this results in fewer calls and emails to the call center, thereby reducing overall support costs over time.

To provide exceptional customer self-service on the Enbridge web site, Enbridge selected IntelliResponse as the self-service channel. Through IntelliResponse, Enbridge’s 1.8 million customers are able to ask questions in natural language, such as “How do I pay my bill online?” and “How much do I owe Enbridge?” The initial implementation was managed directly by IntelliResponse through its QuikStart program, and the ongoing maintenance is also managed by IntelliResponse. Click here to see the live site in action.

Since the system went live, well over 90% of all the questions asked by Enbridge customers have been answered with one right answer from IntelliResponse. This innovative new service is deployed to three key areas of the Enbridge web site – (i) Residential, (ii) Self-service and (iii) Online services.

About IntelliResponse
IntelliResponse is an award-winning technology helping organizations manage and answer high volume questions from its online visitors. Unlike traditional website search tools that force visitors to hunt and peck through a dizzying number of possible answers that are often confusing and ambiguous, IntelliResponse delivers One Right Answer to each question. The visitor experience is greatly enhanced, messaging is targeted and consistent, and every interaction is captured by a 24x7 research agent then transformed by a rich reporting suite into actionable business intelligence.

With over 140 implementations, IntelliResponse has answered nearly 30 million inquiries with One Right Answer, reduced call and email volumes by up to 90%, and optimized the productivity of call center support staff.

The largest corporations and higher education institutions in the World trust their web self-service to IntelliResponse, and include TD Canada Trust, ING Direct, American Express, Scotiabank, The Ohio State University, Penn State University and Johns Hopkins.