IntelliResponse Customer Case Study: BC Hydro (Leading North American Utility)

Q INTELLIRESPONSE BChydro O GENERATING POWERFUL ONLINE EXPERIENCES FOR FOR GENERATIONS 1.9 MILLION CUSTOMERS AN ORGANIZATION POWERED BY CUSTOMERS The largest electric utility company in Western Canada YEARS to British Columbians Providing clean, reliable power Provincial Crown corporation serving 1.9 million customers 50+ THE CHALLENGE BC Hydro wanted to: Provide customers with a consistent online experience. Improve customer service & CSAT. Boost operational efficiencies. Gain deep customer insights. BUT HOW? INCORPORATE DIGITAL SELF-SERVICE THE SOLUTION as an integrated component of the overall customer service experience. 721,284 Virtual Agent Website traffic to BC Hydro's federated search page Search BC Hydro, already a leader in the digital space having made continual improvements to its online presence over the years... QUESTIONS ANSWERED DEPLOYED THE MORE THAN DOUBLED INTELLIRESPONSE after IntelliResponse launched. VIRTUAL AGENT SOLUTION IN THE FIRST 11 MONTHS SEARCH Log in Create a MyHydro Profile Q. Ask a question or 92% Answer Rate to increased 75% About BC Hydro Careers Newsletters Contact Us ACCURACY from RATE 50% Now customers can visit the BC Hydro website, type in their natural language question, click "Ask" and in one year since launch. instantly receive the precise answer. VOICE OF THE CUSTOMER INSIGHTS BC Hydro also implemented IntelliResponse VOICES, providing direct access to Voice of the Customer insights. With IntelliResponse VOICES, BC Hydro can spot trends early on, and be alerted to gaps in content. Some examples are: TOP receive the Top 5 questions as well as helpful related questions and answers. SOLAR POWER BC Hydro noticed an increase in the number of searches on receive details for escalation to solar power but very limited results from site search. Having quickly identified this, BC Hydro worked with their subject matter experts to develop content to ensure IntelliResponse could address customer questions on this topic. the call center when appropriate. A surge in questions around space heaters and patio heaters prompted BC Hydro to generate website content on this topic. The story was one of the most popular website and newsletter stories of the year. A similar surge in questions around water heaters led to the creation of content on that topic to help SPACE/PATIO/ BENEFITS WATER HEATERS answer customer questions. BC Hydro gains helpful customer insights IntelliResponse confirms that the vast majority of interest in the site is around the Accounts & Billing section, and around power outages reporting. In part because of the frequency of questions around areas of the accounts section, BC Hydro is in the midst of improving the usability of that section, using these valuable insights. Customers save time Customers are IMPROVED with 24x7 access. more connected, ACCOUNTS & heard, and engaged. BILLING SECTION For more information visit www.intelliresponse.com