Energy company tackles service challenges with AI-powered CX platform
Faced with high inquiry volumes and low customer satisfaction scores, the energy company turned to Sprinklr’s unified customer experience management (Unified-CXM) platform to streamline service and deliver consistent support across all digital channels.
The Challenge
Energy retailer and generator with over one million customers, was experiencing poor customer service with calls. Covid, and change of consumer behavior, caused an explosion of inquiries across their digital channels. Coupled with hiring issue, the company’s contact center didn’t have the capacity to handle the volume, causing high abandonment rate (80%+) which led to poor CSAT and NPS score.
The Solution
The energy retailer and generator implemented Sprinklr’s unified customer experience management (Unified-CXM) platform.
Sprinklr Service provides the company with:
- Integrated insights that sits across all departments
- Omnichannel deployment across social, livechat, app, and web which provides consistent customer experience
- Enterprise grade compliance and governance
- Automation and AI to handle high volumes of decisions and data analysis
- Channel access to connect with all customers no matter where they are
- AI to collect, learn, and understand the top contact driver across all channels, provides summary across management