The challenge

E.ON faced a huge increase in call volumes, resulting in long wait times and increased customer frustration. This coupled with a complex and functional automated ID&V process, and limited self service options over the phone, meant many agents were dealing with lots of simple queries, when they should have been supporting customers with more complex ones.

Our task

• Increasing automation opportunities over the phone and live chat
• Improve identification & verification rates
• Develop and design simple & complex automation journeys
• Decrease self-service complexities.

The solution

Through workshops with key stakeholder, we were able to identify the crucial challenges and opportunities E.ON faced. Working together, we created 26 new automation flows within the telephony channel, allowing customers to complete simple tasks like making a payment, and more complex ones like moving home.

By utilising our expertise in conversational design, we developed engaging call flows that were not only easy to follow, but friendly and relatable too. We worked closely with their chosen brand voice to ensure tone, diction, and empathy were appropriate, well timed and drove the conversation forward in a human and conversational way.

This allowed simple and complex customer queries to be dealt with, 24/7 365 days a year, without the need to engage with an agent – improving efficiency whilst creating an improved, more valuable customer experience.