Case Study: Essent achieves 61% conversion from proactive call-backs and increased sales with Now Interact

Essent - Customer Case Study

Essent, the Netherlands’ largest energy company with over 4.3 million gas and electricity customers, wanted to make its customer interactions more personalized and profitable by offering call-back to online shoppers. The challenge was to provide offline assistance that would help customers complete purchases without creating high costs or cannibalizing online sales, while also getting clear sales attribution.

Now Interact ran an eight-week split test comparing a static call-back button with a Predictive Intelligence–driven proactive call-back that only appeared to visitors likely to need phone help. The proactive approach converted 61% of the sales leads it generated, proved less disruptive to online sales, and led Essent to replace the static channel—improving customer experience, increasing sales and reducing cost-to-serve through smarter, personalized contact-channel routing.

Essent