When you work in a business that consumers are emotionally invested in, it’s important that you strive to deliver the best possible customer service. Good Energy is one such company. It is a leading renewable energy company that provides 100% green energy to homes around the UK. And Good Energy has a sterling reputation; it has been recommended both by Which? and by MoneySavingExpert for excellent customer service.
As a company strives to exceed customer expectation, Good Energy is keen to embrace innovations that provide customers with the best possible experience. That’s why Good Energy started working with us in 2014; they believe that our Predictive Intelligence can help secure more sales and improve the customer experience. Some of the results from our work together can be found in this case study.
Engaging with Good Energy visitors using Predictive Intelligence
Now Interact’s Omnichannel Insights determined that the best way for Good Energy to connect with potential new customers is to offer a proactive call-back dialogue on their website. For a company that aims to delight their customers, it’s hugely important for Good Energy to forge a connection with these visitors at the earliest possible opportunity.
Our Predictive Intelligence technology identifies visitors with a high propensity to buy but are unlikely to convert online, and those that need assistance offline to make a purchase, and offers them direct access to a dedicated sales agent who can help complete their purchase with ease.
After inputting their number, the caller is connected with an agent in the call center who has the expertise and knowledge that the customer needs in order to complete the sale. The ability to connect the customer so easily, and so conveniently, with a human voice that understands the online journey that the caller has already undertaken is invaluable for Good Energy.
Empowering agents to increase conversion
The value of the calls generated through Now Interact’s Predictive Intelligence are clearly felt by the team; the majority of calls are responded to in under a minute. And with the conversion rate from contacts coming through Now Interact now generally ranging between 50-70%, the value of the contacts is also clear to the business.
Read more about our work with Good Energy in our latest case study.