17 June 2021 - At the beginning of June, Utility Warehouse launched a brand new service via SignVideo to help improve accessibility for our deaf customers. The service allows customers who wish to interact with our customer service team via a dedicated sign language service.
This is a huge step forward in improving our accessibility for customers who are deaf or hard of hearing. It’s also one of a number of customer service initiatives from UW that will help improve access for customers with specific needs. UW also recently launched a live chat function so customers who are unable to use the phone can get access to help via different means.
SignVideo is the next step in this journey. But how does it work?
If a customer wants to use SignVideo, they will need to be at a computer, desktop or laptop, using a smartphone or a tablet when they want to call our customer service team. Customers simply navigate to the SignVideo Link button on the ‘contact us’ page. This will take them to a page that will then in turn connect them with a member of the SignVideo team.
From there, SignVideo will call us at UW so they can begin to interpret the information from UW back to the customer in sign language form. For our customer service team, it doesn’t really change things. They will handle the call in the same way - speaking to the interpreter as if they are the customer - and ensuring the same levels of service are maintained.
All SignVideo staff sign a Non-Disclosure Agreement (NDA) during their induction to SignVideo. This means that confidentiality and security is embedded within their contracts and their daily working practices. Anything said on the call is treated with the utmost discretion and confidentiality. Interpreters are also governed by the respective registered interpreting bodies (NRCPD/SASLI) and are bound by the strict confidentiality processes of these bodies.
SignVideo interpreters fully qualified interpreters who are registered with the NRCPD or equivalent governing body. All interpreters have at least three years community practitioner experience and hold an enhanced DBS check. Two of the principal ethical considerations are that of confidentiality for both parties to the call and a promise that no part of the call will be recorded by SignVideo.
And SignVideo isn’t the only customer service development which will help our customers with improved accessibility. At Partner Power Up, it was announced that customers would be able to access help from UW advisors via a Live Chat function. This means that customers who are unable to use a phone for any reason can get quick access to advisors to help them with basic account issues.
All customers need to do is visit the contact us page on the UW homepage and navigate to the online chat button. From there, they will be connected to a trained advisor who will be able to help them out with queries and questions.
Utility Warehouse customer service is open from 9am to 5:30pm every weekday, and from 9am to 4:30pm on Saturdays. You can also find plenty of help in the UW Help Centre.
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