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As one of the Netherlands’ largest energy providers, Eneco receives many customer service questions on a daily basis. Learn how they used our platform’s interactive solutions to improve their online customer service processes and boost their customer efficiency score.
Eneco is a producer and supplier of natural gas, electricity, and heat in the Netherlands, serving more than 2 million business and residential customers.
This video is in Dutch.
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.
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.
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.
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.
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.
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