5K
views per month
87%
customer satisfaction rate
45%
of the viewers reported that the video was helpful

About Eneco

Eneco is a producer and supplier of natural gas, electricity, and heat in the Netherlands, serving more than 2 million business and residential customers.

Industry Energy
Company size 3000+ employees
Headquarters The Netherlands

Objectives

Increase customer satisfaction
Reduce the number of incoming calls to the customer service team
Generate more feedback from clients

Products

Why Eneco chose to work with us

Toon currently offers help in many ways: a step-by-step guide, FAQ and a service forum. However, we’re always looking for ways to help clients in the best way possible without putting strain on the overall business. That’s 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, Senior Online Marketer at Eneco

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See one of Eneco's video in action

This video is in Dutch.

How Eneco uses our Online Video Platform

Nothing beats coming home to a warm, cozy house. That’s why Eneco launched Toon, a smart thermostat that gives insights into your energy consumption. To answer consumers’ questions and help them get the most out of Toon, Eneco used our interactive video solutions to create multiple interactive customer service videos.

Tracking KPIs

Based on their Frequently Asked Questions, we helped Eneco select five questions to turn into interactive videos. They linked these to KPIs in our video analytics dashboard, monitoring completion rates, feedback rates and customer satisfaction.

Optimization

By keeping a close eye on their analytics, Eneco realized that they could narrow down the videos from five to three to achieve their KPIs more effectively.

Feedback

In their videos, Eneco uses a combination of open and closed feedback. This customer feedback helped them to improve their videos and overall services even further.

What Eneco has achieved

With the use of interactive videos, Eneco improved their customer satisfaction rate significantly. On top of that, the amount of calls to their support center have decreased. The videos for Toon are gaining popularity, which caused a shift within Eneco to use online video on a larger scale.