Eneco

A personal touch

Dutch utility company Eneco offers most of their services online. However, many customers would still like some personal interaction. Whether it is to confirm what they have completed online is correct, or simply to receive a personal explanation with regards to a specific question. Therefore, Eneco was keen to also offer an efficient and friendly customer service by phone, to add that personal touch. 

AssistYou's solution: Lisa - Eneco's digital voice assistant 

Together, Eneco and AssistYou designed an extraordinary Lisa. She does not only verify who is calling, she also replaces the complete interactive voice response (IVR) menu of Eneco. Introducing the first customer-friendly replacement of a traditional IVR system. So, instead of having to go through a lengthy process of listening to all menu options, a caller can just tell Lisa what the call is regarding. Lisa listens, and directs the caller to the right employee straightaway. Simple and time efficient. 

The benefits

  • Correct routing | Implementing the digital hostess has reduced the number of routed calls by 47%, in comparison to the selection menu previously used to route calls

  • Scalability | Lisa successfully handles at least 5,000 calls per day, this amount can double during peak moments

  • AHT reduction | Eneco's customer care team saves up to 30 seconds per call = 25 hours per day

  • Warm handover | By sharing all gathered information, Lisa enables Eneco's customer care representatives to welcome each caller personally

  • Availability | Customers can call Eneco 24/7

  • Customer experience | Customers save time by cutting out the extensive IVR menu, talking directly to Lisa

  • Customer friendly automation | Lisa is perceived as a positive attribute to Eneco's customer care. 

  • Efficiency | Time saving, efficient but still personal 

Time to meet Lisa!

Discover everything you need to know about digital voice assistants and how they positively impact:

- Your customer experience
- Your employee experience
- Organizational efficiency

About AssistYou

Calling customer service can be frustrating, right? We too have had our fair share of bad customer service experiences. That’s why we are on a mission to take the friction out of calling customer service. We’re not aiming to replace your human agents, but rather to give them super powers! While Lisa welcomes the customer and handles the simple, repetitive tasks, your employees can focus on what they do best: provide impeccable service.

AssistYou was founded in 2018 by Bram van Zanten and Pepijn de Rijk, who both started their careers at the Google EMEA Headquarters in Dublin. The management team was reinforced in January 2020 by Victor Welling, after 14 years at Coolblue.