Success Cases
Stadtwerke Witten Case Study: Chatbot Success
Success story Stadtwerke Witten: more customer loyalty through a multilingual advent calendar chatbot and innovative digital communication.
As a regional energy supplier, Stadtwerke Witten reliably provides its customers with electricity, gas, and water. A real customer relationship, however, needs more than reliable supply alone, and since the first joint project with LoyJoy, the collaboration has grown through several expansion steps.
Getting Started: Multilingual Advent Calendar
Initial Situation
The goal was to strengthen customer loyalty in the region beyond pure supply, with modern, dialogue-oriented communication instead of one-way messaging: playful, multilingual, and easy to access for all target groups.
Solution Concept
Together with LoyJoy, Stadtwerke Witten implemented a multilingual advent calendar that makes exactly this dialogue possible, the first joint step in the collaboration.
Results
- Reached the different target groups each in their preferred language, a key lever for genuine closeness
- Noticeably better customer experience
- Strengthened connection to Stadtwerke Witten
- Increased participation rate, a sign that the format resonated
Watch the Case Video
Expansion: AI Chat ENERGIA in Customer Service
Initial Situation
After the successful advent calendar as a starting point, Stadtwerke Witten wanted to permanently expand its digital customer service. Frequent questions about energy supply tied up capacity in the service team, because they could only be answered during service hours. What was needed was a point of contact that answers these questions around the clock, guides customers directly to the appropriate information, and relieves the service team of recurring inquiries.
Solution Concept
With the AI chat ENERGIA on the LoyJoy platform, customers receive understandable answers about their energy supply at any time, without waiting and independent of service hours. ENERGIA resolves knowledge-based inquiries directly in the chat, without a detour via the service team, which is noticeably relieved as a result.
Results
- Understandable answers around the clock, without waiting and independent of service hours, a direct win for customer satisfaction
- Noticeable relief for the service team on knowledge-based inquiries, freeing up capacity for more complex cases
- Next step: expansion to case-closing processes such as meter readings and advance payments, including SAP integration