Good Energy case study UK

Good Energy: a case studyNow Interact has been working with Good Energy, one of the UK’s KEY FEATURESleading renewable energy companies, since 2014. Our relationshipwas borne out of Good Energy’s desire to increase online conversions, • Predictive empower their agents with technology, and importantly improve the Intelligence bridges customer experience and customer satisfaction. the gap between online and theGood Energy’s dedication to a greener future is brought to life by call centrethe culture of care that runs throughout their business. This culture isreflected in their customer service offering - they have been recognized • Good Energy’s by both Which? and MoneySavingExpert users for providing excellent agents have a customer service. complete view of the customer’s They are committed to the provision of affordable, renewable energy. online journeyIn order to ensure that they can pass on savings to consumers, they with SiteVisionkeep their overheads low. This is evident when you meet their smallbut enthusiastic sales team. • Conversion from online visitors Good Energy appointed Now Interact to help their agents have who woulda more complete grasp on contacts coming in to the call centre. have otherwise Additionally we were looking to demonstrate how Now Interact’s abandonedPredictive Intelligence technology can help Good Energy’s agents to their purchasebetter reach the online visitors most likely to convert into sales and,in turn, increase the team’s conversion rates. 020 7871 3665 [email protected] @nowinteract

The solution“We chose Now Interact as they really care about their clients. Now Interact are friendly, helpful, encouraging and incredibly supportive. In addition to our monthly catch-ups, Now Interact visits our office every six months, holding really fun and engaging workshops.They are there whenever we need them.The leads are genuinely hot; they want to hear from us, and their calls are of a very high quality. The way the Now Interact software works, and also improves along the way, is great and is really user friendly. We have never looked back.” Amy Harrison, Domestic Sales ManagerOur omnichannel insights identified that the use of a proactive call [email protected] dialogue box would be an effective way of helping the callcentre agents connect with consumers interested in purchasing one oftheir products, but need offline assistanc e0i2n0or7d8er7t1o 3co6m65plete the irtransaction.The call back dialogue box pops at the moment a consumer is identifiedas needing offline assistance on the Good Energy website. After trackingevery online visitor’s customer journey, we are able to automaticallycategorize them based on their recognized behaviours. Good Energy’scustomers with the highest interest in the product and the largestpropensity to buy, but also at risk of jumping out of the purchaseprocess, were identified. Good Energy: a case study 2

The solutionNow Interact’s Predictive Intelligence is unique in the way that it bridgesthe gap between online and the call centre. Our omnichannel insightsidentify the Good Energy customers that might otherwise abandontheir purchase without offline assistance, and responds with the contactchannel most appropriate to their needs (which, for this specificcustomer segmentation, is call back) at the exact moment in theirjourney that would deliver the biggest benefit. All of this work happensautomatically, in real-time, on the Good E0ne2r0gy7w8e7b1si3te6.65 [email protected] data is also made digestible for the agent in the call centrewhenever an online visitor requests a call back through the Now Interactdialogue. Now Interact’s agent-facing SiteVision platform providesinvaluable information about why the caller was online, the exact journeythat they had taken prior to requesting a call back, and how the caller’son site journey develops while connected on the call. Good Energy’sagents are fully equipped to help with any questions visitors may haveabout Good Energy’s product offering, or to help them complete theirpurchase, without needing to ask the caller to repeat any steps that theyhad already taken in their online journey. Good Energy: a case study 3

ResultsLooking at the data from all calls originating from the call back dialogueover a six month period (August 2015 - end of January 2016), it’s clear thatthe technology has been a strong contributory force behind the team’smuch lauded provision of excellent customer service.The conversion rate within the team generally ranges between50% and 70%These results are a strong indicator that Now Interact’sPredictive Intelligence technology has the ability to deliver incredibleconversion rates and, at the same time, contribute towards an improvedcustomer experience. It has also helped Good Energy’s sales team by [email protected] them a deeper understanding o f 0th2e0ir 7cu8s7to1m3e6rs6:5 “Now Interact has without a doubt been an asset to the team. The software maximizes the leads from our website and we know that when the team gets in contact, the response is usually good and the conversion rate is high. We now wouldn’t be without them.” Amy Harrison, Domestic Sales Manager 020 7871 3665 [email protected] @nowinteract