Case Study: Puget Sound Energy improves self-service and reduces call center volume with ProKarma

Puget Sound Energy revitalizes the web experience

Puget Sound Energy (PSE), a long-established energy and utilities provider, wanted to improve its digital customer experience and increase website self-service while reducing calls to its customer service center. Working with ProKarma, PSE focused on building trust in the web experience and making it easier for customers to find answers online without changing its existing design and development frameworks.

ProKarma used rapid research, usability testing, surveys, CSAT, analytics, and A/B testing to identify friction points and improve content, contact options, and billing-related support information. After the changes went live, PSE saw 22% fewer calls for start/stop/move service in the first month, 12% more users getting answers from the website than calling for support each week, and 42% more users saying they would use the website for support in the future.

Puget Sound Energy