Om | Nieuwe Energie, which was founded in 2012, has grown to be one of the first green energy non-profit collectives in the Netherlands. For the past seven years, they’ve been voted as the greenest suppliers three times in a row.
The company’s main focus is to produce sustainable electricity within the local domain and to promote energy transition. As Om | Nieuwe Energie grew, it had issues in keeping up with the customer support standards that had a considerable customer base growth.
The Challenge: Achieving Self-Sufficiency for Customers and Call Reduction
- Search function on their website
- A high volume of incoming calls
- Complex and varied enquiries from customers
- Customer dissatisfaction owing to increased resolution time
- Ineffective funds navigation on the company’s website.
"Our customers tend to want to see a quick answer to their question, and that's where the tools really help. Because normally they wouldn't be able to find it that easily and would pick up the phone a lot faster than you would hope," explains Patrik Gouw, online marketer from Om | Nieuwe Energie.
Raffle's AI-Powered Solution in Action
Raffle and Om | Nieuwe Energie collaborated to create an AI-powered customer support system in order to overcome these obstacles. Enhancing self-service alternatives, cutting down on incoming calls, and raising general customer happiness were the objectives.
Outstanding Outcomes
The outcomes of using Raffle's AI solution were remarkable:
1. Decreased Incoming Calls: The AI system was able to successfully lower the number of calls coming in for customer service.
2. Increased customer satisfaction: Customer satisfaction levels increased as a result of prompt and precise responses.
3. Enhanced Website Functionality: The integration enhanced search and content navigation.
4. Effective Self-Service: Users may now interact with content and obtain answers with ease.
"I think Raffle, in one sentence, is an easy tool to guide our customers towards the right content," Patrik Gouw, online marketer from Om | Nieuwe Energie.
Personalised and Efficient Service
Raffle's AI-powered system is made to offer individualised support, not merely answer standard questions. The remedy provides:
- Immediate availability of accurate solutions
- Simple interaction with website information
- Verified responses to client questions
"For those specific questions, the Raffle tool is really great!" Patrik Gouw, Online
Marketer from Om | Nieuwe Energie.
Self-Service's Significance
Research shows that more than 60% of consumers prefer automated self-service options for easier customer support duties. According to Gartner's study, Om | Nieuwe Energie can reduce calls, chats, and email enquiries by up to 70% by deploying Raffle, which is in line with this expanding trend.
Considering the Future
Om | Nieuwe Energie keeps improving its customer assistance procedures as a result of the success of the AI-powered solution. The business is in a strong position to continue offering excellent customer service and leading the way in sustainable energy.
In conclusion, Om | Nieuwe Energie's customer service processes have been completely changed by their partnership with Raffle, enabling them to offer their clients faster, more effective, and more individualised support. In addition to raising service standards, this technology is assisting Om | Nieuwe Energie in creating more enduring bonds with their eco-aware clientele.
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