Göteborg Energi Enhances Customer Experience with Chatbot Ellis

With the help of LeadDesk Göteborg Energi was able to automate more than 60% of their online support already during the first month of operations.

Also available in: Svenska

Main results and numbers:

1 month to go live

Thanks to the simplicity of LeadDesk chatbot interface, it took only 1 month to go live with the chatbot.

~60% customer inquiries automated

On average, Ellis the chatbot deals with 60% of customer inquiries automatically.

Göteborg Energi is an energy company owned by the City of Gothenburg. It sells and distributes electricity and other services to the second-largest urban area in Sweden. With the help of LeadDesk they were able to automate more than 60% of their online support already during the first month and provide the best possible customer service in more complicated matters.

Need: Göteborg Energi Wants to Make Their Customer Service More Efficient

At the end of 2018, Göteborg Energi started looking for ways to use their customer service agents’ time and knowledge more effectively to solve more complex matters. They chose LeadDesk, a trusted chatbot partner of Göteborg Energi’s live-chat provider giosg, for a chatbot implementation project with the following goals:

 

  • Provide instant, automated answers to commonly asked questions
  • Free up customer service agents to solve more complex matters
  • Give the chatbot an initial knowledge base using current FAQ pages and chat logs
  • Chatbot should direct customers to Göteborg Energi contact form and/or call back when it does not know, or is not allowed to provide an answer and when there are no agents available.

Solution: LeadDesk Chatbot Supports Göteborg Energi’s Customers Through Giosg Live Chat Around the Clock

LeadDesk helped Göteborg Energi create its first digital colleague, Ellis. A selection of Göteborg Energi’s customer service agents became bot whisperers, training Ellis with support from LeadDesk’s customer success team. Chatbot Ellis was trained over the month of March 2019 based on data from giosg’s live chat records.

In April 2019, its first month of operation, Ellis was already able to recognize 75 percent of customer questions. And Ellis is always learning.

Chatbot Ellis transferred approximately 27% of the conversations to his human colleagues during the first month of operation. The average percentage of transferred conversations during the eight first months of operation was 40%.

Linda Hay points out, “We can clearly see that our customers want service from our chatbot but also from our customer service agents. The point is to make the workload more reasonable for our customer service team so that they can provide the best possible service in more complicated matters.”

"Thanks to the simplicity of the user interface and the fast support from LeadDesk, we are able to keep training our digital co-worker Ellis more and more every day."

Linda Hay Head of Customer Service, Göteborg Energi

Results: How Göteborg Energi’s Online Customer Service has Changed Since Chatbot Ellis

Göteborg Energi’s customers often report that both live chat and chatbot are a frictionless way to get answers and information. After Ellis was introduced, the nature of customer service work has changed significantly. 

 

 

Now Ellis handles most of the repetitive questions, while its human colleagues now have more time to focus on complex customer service situations, where essential human skills like creative thinking, empathy, emotional intelligence, and life experience are needed.

Following their chatbot’s successful automated support and the increased chat capacity for their customer service team, Göteborg Energi expanded chatbot Ellis to serve customers 24/7 from April 2020 onwards.

“We plan to continue working with our partners LeadDesk and giosg so that we can offer exceptional customer service in 2020 and beyond,” summarizes Linda Hay.

Ready to Enhance Your Customer Support?

Learn more about chatbots
SpangenbergGroep Boosts Operations with LeadDesk: Simplified Multilingual Campaigns and On-Demand Support

SpangenbergGroep improved operations with LeadDesk through faster project starts, easier multilingual campaigns, and reliable support via a flexible cloud platform.

Read more
Eckerö Line Enhances Customer Service Quality with LeadDesk

Eckerö Line improved service with LeadDesk, streamlining communication, enhancing reporting, and boosting call management for efficiency.

Read more
Memsa ApS Optimizes Contact Center Operations with LeadDesk

Memsa ApS streamlined operations, enhanced efficiency, and revolutionised their outbound sales with LeadDesk’s customizable features and dedicated support.

Read more
Sportsklubben Brann Enhances Customer Interaction with LeadDesk’s Chatbot Solution

Learn how Sportsklubben Brann reduced manual support hours while simultaneously boosting customer satisfaction by implementing AI chatbots.

Read more
How Nordisk Film Cinemas Improved Efficiency Without Additional Resources Using AI Chatbots

Nordisk Film Cinemas reduced agent load across all channels by 22% thanks to AI Chatbots from LeadDesk.

Read more
Pohjanmaan Taksi’s Growth and Transformation with LeadDesk

Pohjanmaan Taksi Oy grew their taxi dispatch center, operating smoothly and efficiently 24/7 with LeadDesk. Read the case study.

Read more
SOS Children’s Villages’ Contact Center Integration with LeadDesk

SOS Children’s Villages brought improved call tracking and dialer integration into their Salesforce solution with LeadDesk.

Read more
Verisure Sverige AB Centralises Booking with Cloud-Based Contact Center Software for High-Volume Sales

Verisure Sverige AB centralises their booking system and improves lead management using LeadDesk for High-Volume Sales.

Read more
Oral Brings Omnichannel Customer Service And Data-Informed Forecasting to Their Operations

Discover how Oral Hammaslääkärit Oy enhanced customer service with LeadDesk’s omnichannel solutions, advanced reporting, and system integrations.

Read more
UniSport Improves Employee Efficiency With an Omnichannel Contact Center Software

UniSport, a Finnish wellness brand, streamlined their customer service efficiency and got better reporting by unifying all channels in LeadDesk’s omnichannel contact center software.

Read more
Islab Upgrades to an All-in-One Modern Contact Center Service Solution

Islab improves customer experience and employee satisfaction by switching to LeadDesk’s modern cloud-based contact center solution, which combines their services into one platform and provides better reporting.

Read more
Päijät-Häme Hyvinvointialue Moves to Cloud-based Callback Solution

Päijät-Häme’s new cloud-based Nispa Callback Service includes 2-way SMS, and queue prioritisation, to improve service to their residents.

Read more