FAQs & chatbots in energy companies

This is how energy companies use FAQs and chatbots.

In the lively environment of the energy sector, service managers in energy companies are faced with a continuously growing number of inquiries and concerns. Customers and potential prospects seek answers to a wide range of questions, which often revolve around various aspects of products and services. These ranges from meter reading reports to statements, prices, fault reports, cancellations, relocations and issues relating to renewable energy. These inquiries are usually repetitive and can be answered fairly easily in most cases.

However, the challenge for energy companies is to always provide their customers with easy-to-find, timely and appropriate answers to these questions. When customers don't find satisfactory answers, it can lead to dissatisfaction and bounces. Our survey of 25 energy companies found that the majority of energy companies offer their customers self-service options in the form of FAQs (frequently asked questions). The quality and significance of these FAQs vary. Our report shows why classic FAQ sections are not always the tool of choice.
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Because the growing popularity of chatbots as an innovative alternative to conventional FAQs is particularly interesting. Chatbots offer the opportunity to respond to customer questions and concerns in an extremely customer-friendly, uncomplicated and efficient way. Read the report to find out how chatbots have the potential to take customer support to a scalable and more effective level.