Pure Energie

About Pure Energie

Pure Energie is a prominent energy provider committed to delivering sustainable and efficient power solutions. Focusing on renewable energy sources, the company aims to meet the growing demand for clean energy while providing exceptional customer service.

Pure Energie, a leading sustainable energy provider, faced challenges with its customer support system, resolving only 15% of enquiries through its website. Customers called and wrote support agents or left the website unfulfilled. To improve their customer experience without compromising quality (on the contrary), Pure Energie implemented Raffle's AI Search and Summary technology.

Their Pain Points

Pure Energie faced significant challenges with an inefficient search system on its website, resulting in a low 15% resolution rate for customer inquiries. This inefficiency led to several issues, including difficulties for customers in navigating complex energy-related questions and an overall poor customer experience. Many customers left the website without finding answers, leading to dissatisfaction and unfulfilled needs. Additionally, this created an unintentional workload for customers.support agents, increasing operational costs and straining resources.

Raffle to the Rescue

Pure Energie implemented Raffle’s Gen-AI Search and Summary technology to address these issues. This innovative solution introduced intelligent search bars on the website, designed to provide accurate and comprehensive answers to even the most complex energy-related questions. By leveraging this cutting-edge technology, Pure Energie took a significant step forward in enhancing the customer experience.

Raffle at Their Service

The adoption of Raffle's Gen-AI Search and Summary technology has revolutionised Pure Energie's customer service capabilities. The resolution rate for customer enquiries resolved directly on the website surged from 15% to over 80%, drastically improving the overall customer experience. User engagement also saw a remarkable boost, with 50% of users now clicking through to search results while the summary feature clarifies the remaining users.

This transformation also streamlined customer support operations, eliminating the need for constant tweaking and tagging. The resulting efficiency gains reduced the workload on customer support agents. Moreover, the solution's rapid deployment enabled the quick implementation of Gen-AI search bars and chat assistants tailored to customers, agents, and employees’ needs.

The Results

With Raffle's Gen-AI solutions, Pure Energie has significantly enhanced its self-service capabilities, allowing customers to find answers independently and effortlessly. This improvement has reduced the workload on customer support agents and led to substantial cost savings and operational efficiencies. Furthermore, Pure Energie has positioned itself as a leader in customer service within the energy sector, setting a benchmark for innovation and customer-centricity.

Pure Energie's story demonstrates how Raffle AI intelligent search and chat tools can help companies improve by providing a better customer service experience without adding complexity.

By leveraging Raffle's technology, Pure Energie has enhanced its customer support and gained valuable insights into customer needs and potential content gaps on its website.

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