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How Direct Energie has improved the online customer experience for their users

Focus on proactivity rather than reactivity

One of the key objectives for Direct Energie’s 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.  Awarded Customer Service department of the year in 2018, thanks to an effective customer self-service implementation, we can see their approach is working!

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 Direct Energie obtained these results through effective customer self-service.

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