Intoxalock Launches Online Customer Service eCHAT Platform

DES MOINES, Iowa, Dec. 17, 2014 /PRNewswire/ -- Intoxalock, a company that provides innovative technology through its alcohol monitoring devices, announced the launch of an online customer service chat platform, Intoxalock eCHAT. Effective December 1, eCHAT is available to assist customers utilizing online account management features, providing them with access to live customer service agents who can assist them with simplistic issues such as logging into their online My Account, making a payment or troubleshooting ignition interlock device usage.

"It was amazing how quick and easy it was to help the first eCHAT customer," said Courtney Smith, Customer Experience Representative at Intoxalock. "I was quickly able to help the customer with making a payment online in seconds, where a phone call takes minutes.  The customer was very vocal in her appreciation that she could use an online function, as she was not in a position to make the phone call."

Intoxalock representatives reported that the online chat function was tested in specific areas of the secure online My Account management tool in November and saw as many as 70 customer chats per day. Upon expanding the chat function to additional areas, the number has now grown to assisting over 165 customer chats per day. That number is expected to grow rapidly in the coming months.

"Ignition interlock and alcohol monitoring devices are generally a new experience for our clients and it's our duty to make the process as seamless as possible," said Jason Schwickerath, Call Center Director at Intoxalock. "We take advanced technology very seriously and it was apparent from customer surveys that the way customers prefer to interface with businesses has dramatically changed.  They do not have time to call in or wait on the phone to resolve their questions. The eCHAT platform is a huge success for Intoxalock and confirms our continued leadership in technology and customer service for the ignition interlock industry."

In early 2014, Intoxalock also launched 24/7 availability in their customer service department, allowing customers to talk to a real person at any time of day, when previously only emergency technical support was available. Intoxalock boasts robust customer experience goals for 2015 and are confident that 24/7 customer service and eCHAT will play important roles in achieving those goals.

About Intoxalock: Headquartered in Des Moines, Iowa, Intoxalock developed its fuel-cell based ignition interlock device (IID) in conjunction with researchers from Iowa State University. Recently celebrating their 21^st anniversary in the alcohol monitoring business, Intoxalock is a top-rated ignition interlock company currently servicing clients that are legally required to install an IID or home alcohol monitoring unit in 40 states across the nation, in addition to voluntary clients in many other states. In the last ten years the ignition interlock industry has grown three-fold and is expected to continue as drunk driving legislation strengthens. 

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SOURCE Intoxalock