Case Study: Neste improves customer support and self-service with giosg Live Chat

Neste Uses Giosg Live Chat to Support Customers Online

Neste wanted to get a head start in its digitalization process as digital demand in its business area continued to grow. The company faced a complex customer base across multiple product lines and was looking for a more convenient self-service experience on its website, while incoming emails tied to website pages remained high. Neste chose giosg Live Chat to help improve online support and customer journeys.

giosg implemented Live Chat with smart rules to show support on relevant pages, and Neste staffed trained chat agents during weekday business hours, later extending coverage to evenings and weekends. The results included helping customers find information and complete orders more efficiently, positive customer feedback, and a significant drop in emails related to website pages, freeing up customer service agents for other work. Neste also began measuring customer satisfaction with NPS and planned to expand use of giosg with new features, including AI.

Neste

Anna Niemelä

Customer Service Manager