rSTAR recently helped a Fortune 100 energy company deploy a customer service chatbot on their website, deflecting 18% of incoming service calls without raising costs or sacrificing customer satisfaction.
In this case study, we’ll reveal:
Deflecting as many calls as possible while providing responsive, consistent, high-quality service to a tech-savvy customer base without increasing overall support costs.
An omnichannel self-service chatbot deployed on Fortune 100 Energy Provider's website, across social media channels, SMS, and voice-based digital assistants (Alexa, Google Assistant, etc.)
This chatbot has been a major win for our customers as well as our support team. Getting the information you need has never been faster for customers, and we’re proud to say we now have a point of instantaneous service, and we’ve actually lowed costs overall."
Fortune 100 Utility Chief Transformation Officer
In the past, reporting a downed line or an outage required a phone call that, depending on call volume, could take several minutes to process. Now, customers can communicate service information to us through the chatbot with lightning-quick visibility on our end.”
Fortune 100 Utility Chief Transformation Officer