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Unifying contact channels while promoting the adoption of the brand’s digital solutions: Engie’s Visual IVR project was an ambitious yet achievable challenge. After more than a year of activation, it's time for an initial assessment.
Moving, billing, meter readings… there are many reasons to contact Engie’s customer service. With a high annual call volume and numerous phone numbers to manage, implementing a Visual IVR was a true strategic challenge.
Whether it’s streamlining calls, promoting self-service journeys, or providing 24/7 customer support, the challenges of such an implementation are numerous for a company like Engie.
To address these challenges, one approach stood out: creating a unified omnichannel journey to enhance the customer experience. As a result, the Visual IVR is accessible from three strategic entry points:
On Engie’s dedicated website, the contact number (09 69 39 99 93) displayed in the footer generated a high volume of calls to the customer service center. However, the user experience could be improved by prequalifying requests before the call and offering alternative solutions.
To streamline this process, the challenge was to integrate the Visual IVR into the website to redirect these calls to an optimized interface without significantly altering the site’s design. The solution? Implementing a tag that makes the footer number clickable, guiding users to the interface before placing the call.
When calling 09 69 324 324, if the announced wait time is too long, customers previously had only two options: wait or call back later.
Now, as already implemented for Engie Gaz Réglementé (3460), customers calling Engie Grand Public are offered, at key points in the IVR, an SMS option to access the Visual IVR. This solution allows them to find an alternative contact method more quickly, even outside business hours or during peak times. If no advisor is available, the Visual IVR enables them to send an email, ensuring their request is handled later.
Committed to providing a seamless and innovative experience, Engie now allows users with a partner mobile app from the DialOnce community to directly access the interface when calling 09 69 324 324.
The unification of Engie’s contact channels through its Visual IVR was a major project in 2017, marking the first step. New features are already in development to take it even further.
![[Webinar] Matmut x Sia Partners x DialOnce](https://res.cloudinary.com/dezfkkngg/image/upload/f_auto,q_80,w_323,h_173,c_fill/1f8b5f1c-9496-4e7f-9a1e-a9981d317471)
