Case Study: ENTEGA (green energy supplier) achieves 35-second first responses and 96% customer satisfaction with iAdvize

By integrating WhatsApp into their customer service strategy, ENTEGA creates customer support that meets all of their customer’s evolving needs

ENTEGA, a leading German green energy supplier, needed to be highly available and transparent to maintain customer trust as expectations shifted toward mobile and online touchpoints. To stay competitive and meet customers where they are, ENTEGA expanded its support channels—adding WhatsApp alongside chat, call, video, Facebook and Messenger—so visitors can contact the company from desktop or smartphone.

By centralizing all queries on the iAdvize platform and integrating WhatsApp, agents can handle multiple conversations with canned responses and automatic suggestions, delivering faster, more efficient service. The result: first responses average under 35 seconds and 96% of customers report a positive experience, boosting ENTEGA’s responsiveness and overall customer satisfaction.

ENTEGA

Thomas Schmidt

Chief Executive Officer