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5.000
VIEWS PER MONTH

87%
SATISFIED CUSTOMERS

45%
OF THE VIEWERS STATES THE VIDEO WAS HELPFUL

Nothing tops arriving in a cozy and, most of all, warm home after a long day at work. But at the same time you want to know the amount of energy you consume, especially during the colder months of the year. Toon is a nifty thermostat that manages and tracks your usage. Helping you to cut down on your overall consumption and best of all. This can be done even when you are away from home.

Eneco - who have been a partner of Blue Billywig since 2014 - launched Toon in 2012. The arrival of this exciting new gadget raised some questions. Toon and Blue Billywig got together to answer these questions with the help of interactive video.

OBJECTIVES

  1. To increase customer satisfaction.
  2. To reduce the number of incoming calls to the customer service.
  3. To generate more feedback from clients.

Video

This video is in Dutch

THE BLUE BILLYWIG APPROACH

Step 1: Topics & KPIs

Frequently Asked Questions were the decisive factor in determing the topics of focus. Eneco selected five questions and linked them to KPIs, such as attaining a customer satisfaction rate of at least 70%.

Step 2: Flowcharts & Production

The five questions were converted into flowcharts, which functioned as a script for the interactive videos. Eneco felt animated videos would help their customer base best.

Step 3: Optimization

After the initial production, Eneco found the videos could be decreased from five to three, to achieve their KPIs more efficiently. The videos are continuously monitored and optimized. Eneco continues to use client feedback, to optimize video content.

Result

With the use of interactive videos, the customer satisfaction rate has significantly increased, exceeding all expectations. On top of that, the amount of calls surrounding Toon have decreased. Eneco is continuously learning from viewer feedback, using this information to optimize their videos. The videos for Toon are gaining popularity, which has caused a shift within Eneco to use online video on a larger scale.

WHY ENECO CHOSE BLUE BILLYWIG

 

Eneco receives large volumes of questions about Toon. Such as: how does Toon work? How do you connect Toon to the WiFi network? How can you program Toon? Toon currently offers help in many ways: a step-by-step guide, FAQ and a service forum. However, we are always looking for ways to reach and help clients in the best way possible without putting strain on the overall business. That is why we chose to develop the interactive videos with Blue Billywig. Their advice demonstrates how interactive video is of added value for both customer and Eneco.

- Laura Overwijk, Eneco

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Customer Care
Customer Satisfaction

Download Infographic

Find out what interactive video can do for your customer serivce. Fill out the form below to download the free infographic. For further questions you can reach us on +31 (0)35 820 02 80 or hello@bluebillywig.com

© Blue Billywig 2021

Dutch office | Catharina van Renneslaan 20, 1217 CX Hilversum
Swedish office | Torsgatan 26, 113 21 Stockholm