Innovation and sustainability are the fundamental drivers to consolidate the link with consumers. This is the challenge that Sorgenia has chosen to face, with the aim of increasingly expanding its community to build a shared future together. The decision to use Chorally goes in this direction, the Customer Engagement platform that simplifies and makes the relationship with customers more effective.
“Optimizing consumption, saving on bills and helping to reduce CO2 emissions, is an increasingly achievable goal thanks to digital technology – declares Marco Borgherese, CEO of Chorally and Vice President of the Activa Group – But every innovation must be accompanied, involving and informing people. The gamification and creativity of the Sorgenia team together with the Chorally Customer Engagement platform have achieved excellent results".
Over the last year, the Digital Energy Company Sorgenia, taking advantage of the machine learning and artificial intelligence techniques of the Chorally platform, has improved the interaction, engagement and loyalty of its customers thanks to the activation of innovative and digital channels, including WhatsApp. In fact, Sorgenia was the first energy group in Italy, already two years ago, to activate a WhatsApp number to provide assistance to its customers and one of the first to actively manage its online presence on Trustpilot, a website that hosts company reviews worldwide.
The results tell of a winning choice: the Sorgenia team managed to increase customer management on social channels by 73%, drastically reducing response times to the requests received. In this way Facebook, Twitter and WhatsApp have become to all intents and purposes contact tools so effective as to be preferred in many cases to traditional ones. Furthermore, rapid interaction and the ability to be effective have allowed Sorgenia to enhance the degree of resolution perceived by customers on these digital channels.
“We are proud to be able to help a Brand so attentive to its customers with our platform, allowing for a high-level user experience that facilitates and facilitates the interaction between the company and customers/prospects – he explains Fabio Castronuovo, Founder and General Manager of Chorally –. When people find the answers they are looking for and perceive the Brand's attention towards them and towards the values they share together, it is easier to stimulate their proactivity and involve them in wide-ranging initiatives such as those implemented by Sorgenia in favor of sustainability .”
