A home for brand ambassadors
Energy suppliers had previously only been in contact with their customers when invoicing or terminating electricity and gas supply contracts. However, this world has become more complex as a result of digitalisation. Technologies such as photovoltaics, electromobility or the intelligent home are creating a need for discussion. And consumer behavior has also changed: Customers want to receive profound answers to their questions quickly and at any time and exchange ideas with each other before buying.
innogy, the leading energy supplier for renewable energies with more than 22 million customers, has recognized this. The company wanted a digital touchpoint that could do both: make the smart home more understandable and get in touch with the brand at any time – from product research to after-sales support.
Self-Service instead of customer care
Attraction of micro-influencers
Increase awarenss as smart home and emobility vendor
Customer experience for complex products
Addressing of relevant target groups
Industry: Energy provider
„We believe that customer experience must become interactive. In particular, formats such as product tests and tutorials support the development of our community very efficiently.“
Christoph Weltmann, Digital Sales & Services Manager at innogy