Vaasan Sähkö, one of Finland’s leading energy companies, has successfully revolutionized its customer service by implementing giosg’s service bot to respond to the increasing demand for quality support.
The background and challenge 👨🔧
In response to the recent energy crisis and the related challenges prevalent in the energy industry, Vaasan Sähkö has recognized early on the growing demand for support and for faster, smoother service.
“[People] want to know more. So it’s important that we listen to them and provide that information”
To meet these needs head-on, Vaasan Sähkö has taken proactive steps to enhance their customer experiences by finding ways to increase self-service possibilities and help their customers find the relevant resources whenever they need them.
Goals ⭐
Vaasan Sähkö’s primary goal is to provide the best customer service and experience in the industry while improving the efficiency of their customer support operations. When starting their partnership with giosg they were looking to implement self-service options for their website visitors and ensure quick and accurate responses to frequently asked questions.
“We wanted to get the information out to our customers quickly and easily”
The Solution ✅
To achieve their objective, Vaasan Sähkö introduced giosg's service bot. In collaboration with giosg's experts, they developed this advanced chatbot with intelligent features using the giosg Interaction Builder. This bot enables customers to independently access relevant information, effectively reducing the burden on the customer service team.
By utilizing giosg’s chatbot, Vaasan Sähkö has been able to streamline its customer support processes, ensuring a seamless experience for customers, even during difficult times. Vaasan Sähkö now provides faster and more efficient assistance to meet the increased demands of their customers.
“If the customer doesn’t want to speak on the phone, but they want a direct answer, this offers an alternative and easy way to get in touch with us”
A similar service bot has also been adopted by Vaasan Sähköverkko, a subsidiary under Vaasan Sähkö, to provide enhanced customer support.
The Results 📊
Since its adoption, the service bot has addressed the challenge of customers struggling to find information by offering concise and easily accessible answers while leveraging their existing content. Customers can now navigate the company's website effortlessly, receiving step-by-step guidance on their energy-related inquiries.
📊 Nearly 45% of queries concern electricity contracts
💬 3.5% click-through rate (5-month avg.)
In addition to this, the chatbot's user-friendly interface and ability to be easily modified have simplified Vaasan Sähkö’s customer service process.
The Future
Vaasan Sähkö's decision to implement the service bot has not only improved its customer service but also forged a stronger connection with its customer base. By offering an alternative to traditional phone calls and lowering the threshold for customers to seek assistance, they have opened up new avenues for customer engagement.
With over four years of successful collaboration, Vaasan Sähkö is looking to continue expanding its use of giosg’s solutions to enhance customer engagement, improve the overall customer experience, and boost operational efficiency even further.
“giosg’s Interaction Builder has opened new perspectives for thinking about customer experience”
This innovative approach has positively impacted the overall customer experience, reflecting Vaasan Sähkö's commitment to providing the best quality service in the energy field.
