Energy

Our client aimed to enhance the customer experience across all digital touchpoints and customer management services, with the goal of boosting productivity and customer satisfaction. The challenge was to streamline digital interactions, optimize service accessibility, and introduce innovative solutions to improve user engagement.

We assisted our client in successfully executing their digitisation project. We re-designed a new customer journey and communication strategy, seamlessly integrating our digital and hybrid solutions into their existing systems to facilitate the user experience.

Our efforts encompassed a comprehensive revamp of the online services portal and the development of two user-friendly apps in the selfcare area, for both iOS and Android platforms. These applications empower retail customers with easy access to a curated selection of integrated services and features. Moreover, we created our first client's home assistant, delivering services such as multichannel contact analysis, conversational design optimization, scale-up strategy identification, and ongoing maintenance.

In the realm of enhancing customer service, we have integrated Talk Active, our innovative hybrid solution designed to elevate the entire conversational Interactive Voice Response (IVR) service experience. Our product effectively oversees various processes such as customer authentication, profile identification, solicitation of digital copies of bills, request for installment plan, updating billing addresses, managing essential installments (validated via SMS confirmation), and ensuring accurate voice recognition. This comprehensive approach marks a significant stride towards improved customer interaction and support.