E.ON, a leading multinational electric utility company, has successfully implemented Raffle AI's advanced search solution to transform its website's search functionality. This integration has significantly improved customer self-service capabilities and provided valuable insights into user behaviour.
About E.ON
E.ON, headquartered in Essen, Germany, is one of the largest privately owned providers of electric utility services worldwide. The company operates in various aspects of the energy sector, including electricity generation, distribution, and retail services. E.ON is committed to delivering reliable and sustainable energy solutions, crucial in powering communities and driving progress in the modern age.
The Challenge: Improving Website Search Functionality
Before partnering with Raffle AI, E.ON faced significant challenges with their website's search capabilities:
- Deficient search function
- Difficulty for customers to find answers about services or account-related enquiries
- Limited ability to assist customers outside of working hours
"We needed to make the site more searchable."
Nora Marie Falck, E.ON's Marketing and Communications
Implementing Raffle AI's Search Solution
E.ON chose Raffle AI for its military-graded security, powerful search capabilities, and ease of implementation. The solution provided:
- Graded government and military security using AES 256-bit encryption at rest and TLS 1.2 protocols in transit, the same standards used to protect classified government data.
- 24/7 customer service with accurate and fast answers
- Improved website searchability
- Enhanced user-friendliness and navigation
"Raffle was a great opportunity for us to reduce calls and simultaneously give our customers a greater customer experience 24/7,"
Nora Marie Falck, E.ON's Marketing and Communications
Key Benefits of Raffle AI for E.ON
The integration of Raffle AI's search solution has delivered several significant advantages:
- Round-the-Clock Customer Support: Customers can now find accurate information anytime, even during nighttime hours.
- Improved Content Accessibility: Users can quickly locate information on the website, enhancing overall customer experience.
- Reduced Call Volume: By enabling customers to find answers independently, E.ON has seen a decrease in calls to customer service.
- Valuable User Insights: E.ON gained data on customer search patterns, which can be used to improve content and business strategies.
- Security and data protection: E.ON has, by using Raffle AI, the trust in the transfer of data.
Importance of Customer Service
According to Forbes, businesses that focus on providing a superior customer experience bring in 5.7 times more revenue than competitors that lag in customer experience. Another statistic in the same article says that
“Loyal customers are five times more likely to purchase again and four times more likely to refer a friend to the company.”.
In layman's terms, happy customers are good for businesses, and having a functioning search engine on your website can make a difference in leaving them happy, or the opposite.
By ensuring that your content is searchable and accessible, you can gain an opportunity to satisfy your customers while gaining valuable insights that you can later use when onboarding new employees to serve them better. This data-driven information can be used to maximise the content on the website and improve the overall business strategy.
A study by Harvard Business Review found that having insights into your customers gave businesses a competitive advantage and helped them to increase revenue. Understanding customer behaviour and preferences better can be used as a valuable tool to effectively learn how to properly cater to their needs, increasing engagement and sales in the end.
Measuring Success and Future Outlook
E.ON has observed positive outcomes from implementing Raffle AI:
- Increased customer satisfaction through improved self-service options
- Enhanced ability to provide support 24/7
- Streamlined onboarding process for new employees
An E.ON representative stated,
"If we didn't have a raffle tomorrow, our customers wouldn't easily find content on our website. That would create many more calls to our customer service, including frustration and lost opportunities."
Conclusion
By leveraging Raffle AI's search solution, E.ON has significantly enhanced its customer service capabilities. The company now delivers exceptional user experiences that match the quality of its energy services, setting a new standard for customer support in the utility industry.
The partnership between E.ON and Raffle AI demonstrates how innovative technology can transform customer experiences and drive business improvements in the digital age, particularly in sectors where reliable information and service are critical to customer satisfaction.
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