Recent research by the Dutch Consumer Association reveals that utility and energy companies in The Netherlands provide poor customer service availability and are ineffective at resolving customer service issues in a timely manner.
The research shows that, when reaching out to utility and energy companies, consumers are willing to accept a 5-minute wait time. In addition to that, with respect to email, they are ok receiving a response within 2 working days. However, many of such companies today do not meet these expectations. Average telephone waiting times vary from 2 minutes to 20 minutes, with cases where calls are also suddenly disconnected. And on average, email responses take well over the 2 working days.
So organizations are clearly struggling to meet customer expectations and that in a world where customers – and especially newer generations – are raising the bar with respect to expectations around availability and timely responses. But this is something that can be fixed. Specifically for these challenges, QuandaGo introduced AiDA.
AiDa is here to allow customer service to do 3 times more and to do it 2 times better. AiDA sits between the service employee and the customer, and it helps the service employee to immediately focus on what is important and ensures that all the necessary information is instantly available, whatever the source or nature. This means that employees immediately get to focus on the essence of the problem and don’t have to spend time on things that can be automated.
At QuandaGo, we understand the problems that utility and energy companies face every day. One of the major benefits of the QuandaGo platform is its ability to automate numerous routine contact center tasks while also streamlining workflows that touch other areas of the business. For example:
- Change of customer details
- Payment arrangements
- Contract renewals
- Change of address
QuandaGo is implemented with numerous utility and energy companies, both within as outside The Netherlands. This experience, together with the specific backend integrations which have been realized, makes that QuandaGo is the ideal tool to support organizations in the streamlining of their customer service processes. Like was done for example at our customer Mega where we supported them in, offloading repetitive tasks which freed up agents so that they could focus on more complex customer issues, thereby further improving the customer and agent satisfaction and improving customer wait times.
Want to talk about the future of CX? Come talk to us!
