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TotalEnergie's number of requests for assistance decreased by 40%

Focus on proactivity rather than reactivity

One of the key objectives for TotalEnergies customer service team has been to integrate the latest technology into their workflow to deliver both efficiency and ease of use, as much for their customers as their internal teams.

Customer self-service has delivered:

  • +100%: The number of visits to their Help Centre has doubled
  • -40%: Overall support requests have fallen by 40%
  • +10%: Ticket deflection from Direct Energie’s contact form has increased 10%

Download our case study to find out how TotalEnergies obtained these results through effective customer self-service.


Total Direct Energie usecase