Energy

Our client needed to capture customer contact requests from their website in the shortest possible time, maximising sales opportunities and ensuring the successful completion of purchases for commodities, new activations, and insurance. The goal was to streamline lead management and customer engagement through a combination of digital and direct communication channels.

We handled the activities in recall mode, where agents proactively contact customers, present personalised commercial offers, and finalise sales directly within our client's systems.

Here are the key activities we have implemented:

• Toll-free number integration: since January 2018, we have placed toll-free numbers on the organic pages of our client's website, generating approximately 12,000 recall requests per month, with 2,500 successful switches and a 40% conversion rate.
• Ad hoc activation forms: dedicated online forms have been introduced to facilitate customer requests for new activations, ensuring a structured and efficient lead management process.
• WhatsApp call-to-action implementation: in August 2022, we integrated a WhatsApp Call-to-Action button on the mobile site as part of an A/B test, comparing its performance with Self-Care options and the toll-free number to optimise customer engagement.

For WhatsApp touchpoints, operators engage with customers through our Chattrix platform.