Case Study: Energy Client boosts self-service and cuts support tickets with iCrossing

Energy Client cuts service tickets by 43% with iCrossing

The energy client was facing rising support demand and high call-center costs due to its fragmented and hard-to-find help content. To address this, the client partnered with iCrossing, which employed its data-driven SEO and automation capabilities to turn search into a scalable self-service channel.

iCrossing used data from Google Search Console and local teams to identify user intent and then implemented a bespoke automation toolsuite to create and optimize content. This strategy resulted in a 32,226% increase in organic traffic to the Help Center and a 43% reduction in service tickets, significantly cutting costs and improving the customer experience for the energy client.