Efficient digital support for corporate solar energy clients: the Elstner Energia case
Elstner Energia implements a virtual assistant for automated customer service focused on inquiries and support for business clients.
Purpose and outcome: Improved initial service efficiency with fast responses and appropriate escalation to human support when necessary, while maintaining quality and professionalism.
How Elstner Energia structured this operation on WhatsApp.
Elstner Energia offers solar energy solutions for businesses, focusing on cost reduction and sustainability, serving exclusively legal entities in the Sete Lagoas, MG region. Automate the initial handling of frequent inquiries to provide quick and efficient responses while maintaining a professional and direct tone.
The virtual assistant has been configured to answer only inquiries in a professional and direct tone, and to escalate to human support when the customer requests it, expresses dissatisfaction, asks for special negotiation, or asks questions that require internal analysis. The assistant collects basic information such as a contact email.
The strategy of Customer service automation applied to the company's objective.
See how challenge, setup, and features connect to transform conversations into a customer service, sales, marketing, or support operation.
Efficiently and automatically assist business customers with specific questions about solar energy, ensuring quality and speed in support while maintaining a professional tone. Configure the assistant with five service steps, mandatory email collection, restriction to answering only inquiries, and escalation rules for human support in complex cases or when the customer is dissatisfied.
How the flow of Customer service automation works on WhatsApp.
Follow the steps used by the company and understand where AI, data, and the team fit into the journey.
Next steps for this operation.
Importance of clear rules for human escalation
Professional tone value for corporate clients
Efficiency in automated handling for simple inquiries
Evaluate integrating new modules and features to expand the assistant's capabilities and monitor customer feedback for ongoing adjustments.
Want to set up a similar operation on your company's WhatsApp Business?
Use this use case as a reference to combine AI agents, company data, automations, and human oversight according to your operation's goals.