"Over 1.5 billion miles of electric driving already delivered"
Our client Pod Point is one of the UK's largest providers of electric vehicle charging points, with an installation base of more than 250,000 charging units. They manufacture and sell charging points to both domestic and commercial customers, including high profile contracts with leading motor manufacturers, supermarket groups and national property developers.
Pod Point and Confero
Confero was engaged to work alongside the in-house customer services team, offering tier 1+ support to their rapidly expanding customer base. This allowed the client to provide 24/7 response and the additional resource to manage peaks and troughs without the constant need to hire more staff.
The Confero Solution
From 2017 onwards, Confero’s specialist agent team provided full 24/7/365 customer and technical support services, from callers having challenges with their home, public or business units, throughout the UK to purchasing enquiries & FAQs.
From guidance on OLEV grants through to how to use the mobile app, our agents are comprehensively trained to answer any queries regarding electric charging, providing current customers and potential customers confidence they are dealing with a brand they can trust.
Results
In addition to handling new and existing customer queries, by virtue of remote access to charging stations, our agents always targeted first call resolution wherever possible. Where a fault was diagnosed, Confero's agents used our client's systems to immediately rectify charger unit faults, stuck cables and, in rare circumstances where they could not be fixed, an immediate notification was sent to the Emergency On Call Team.
