Customers

Customer facing self support Project (Voltage Report)

New online form so customers can report voltage issues.

Key deliverables

  • New online form

Target outcomes

  • Enhanced customer experience as it's now quicker and easier to report voltage issues. -Increased customer satisfaction as customer can now self-serve

Measures of success

  • Reduction in complaints from customers reporting voltage issues. -Higher percentage of customers choosing to self-serve rather than call

Stakeholder Engagement

We ran sessions with agents to gather feedback on the types of issues and enquries that customers report. We analysed chat bot conversations, on average 2000 a month to see what language customers are using to report issues

Timeline

Planned start:
30.08.2024
Target completion:
17.12.2024

Status

Completed

Milestones

  • Create New online form so customers can report voltage issues (Dec 24)

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