The story of how a GOOD Energy Company elevated their customer experience in times of stress.

Support handling times drastically down

Automatic GDPR process

One touch ticket solutions

67% handled by chatbot

Background

January 2022 was in the Swedish energy industry a month that was to be remembered as the dreaded month of the “January Invoice”. Prices had surged due to energy supply shortages, and many customers were shocked when their invoice arrived, with energy prices higher than it had ever been before. The support volumes were overwhelming, to say the least.

Luckily, January 2022, was also the month where GodEl launched their chatbot through Ebbot.

The solution

The project with Ebbot had two main objectives:

Taking the pressure off by handling the simple questions – making use of buttons in the Livechat to proactively help customers find their answers quicker.

Increase the efficiency of agents by preparing them with as much information about the customers as possible before receiving the chat – as well as doing some of the grunt admin work in more complex cases.

Results

One of the most common enquiries – switching to an hourly rate – were handled 20x faster in the chat compared to phone calls and 20% faster compared to email.

Ebbot handled the majority of “switching to hourly rate” enquiries and truly took the load off during a difficult time where this question stood for 38% of all tickets.

Support handling times went drastically down

Agents report feeling way more prepared coming into customer interactions. Partly due to the customer information collected beforehand, partly due to being able to see the conversations between customers and the bot to get a deeper understanding of the problem.

Tickets are on the verge of already being solved when they come in

As the bot does most of the grunt admin work the better part of a ticket is already handled once an agent starts working on it in Zendesk.

One touch ticket solutions – 84% with Ebbot

The ambition of working toward handling tickets with one touch only has been massively helped through the Ebbot solution. 84% of cases solved at the first encounter while 13% of the remaining cases were solved at the second response.

Clear trend of Ebbot taking the load of other channels

Looking at the statistics from 2022, Phone and Email volumes show a downward trend while the Ebbot chat volumes are steadily increasing over the course of the year.

GDPR process handled automatically

Identification is seamless with BankID. All GDPR boxes are already ticked when an agent receives an enquiry.

Bot handled 10430 chats in January 2022

This amounted to 98.8% of all incoming chats that month. In only 17% of the cases the bot had to automatically create a ticket in Zendesk for an agent to have a closer look.

Bot handled 67% av all incoming chats over the first 6 months

With a whopping 24625 chats handled, the bot stood for the majority of handled incoming chats.

I sincerely want to give a big thank you to Ebbot.

You came in at a crucial time, and have really helped us with the flood of customers coming to support. It’s still not easy, but we’re not sure how we could’ve handled it without you.

- Thomas Pettersson

Service Development, GodEl

I sincerely want to give a big thank you to Ebbot.

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