We are pleased to count among our customers Solar Energy, a 100% green electricity provider which, for 6 months, has been deploying its chatbot Hortense on its pages to inform its customers and automate a significant part of their requests, commercial or administrative, such as for example, modify a contract, a RIB, follow its membership… A considerable saving of time in short! We asked Anne-Charlotte Bezin, Marketing & Communication Project Manager, to give us her feedback on her chatbot and the Botnation platform.
We learn in this testimony the importance of adapting to new issues and involving business managers for an effective chatbot.
Introduce yourself and your company:
We are a supplier and producer of renewable, ethical and local energy, the first alternative supplier to work truly in “short circuit”. We offer our customers innovative services that adapt to the market, so that everyone can have full control of their energy.
What were your issues before launching your chatbot?
The number of solicitations from our customers and prospects. If we remain a human-sized company, we are very solicited and we could not mechanically respond to everyone in a satisfactory time.
How did you come to the conclusion that a chatbot would meet these needs?
We observed that some responses were quick to provide and only required a more direct referral. The idea of the chatbot seemed coherent to us.
Why did you choose the Botnation solution?
After researching it seemed like the easiest and fastest solution to implement.
How did you build the chatbot? What was the creative process?
I took control of the tool to start building a functional and coherent path quickly. It was then the technical business referent who enriched it and who still enriches it today thanks to the feedback of our colleagues who are in direct contact with the customers!
Have you been able to measure the first results?
We have seen a large number of users very quickly!
Would you have some advice for a company that also wants to launch a chatbot?
Adapting. Above all, it is necessary to succeed in building a simple and direct course, but above all to remain attentive to new questions and to adapt the answers quickly.
We invite you to discover Hortense on the Solar Energy website!