While you signal as much as Octopus, you’re trusting us to get vitality to your own home. We work laborious to honour that belief by way of outrageously good customer support.
In fact we don’t get it proper each time, however the best way we glance after prospects means we’ve been Which? Really useful six years working – the one provider they’ve ever beneficial greater than twice. And when USwitch surveyed a random pattern of 17,000 UK vitality prospects, we have been the most effective in 7 out of their 9 rigorous classes.
Right here’s what you possibly can anticipate from us.
Pleased prospects’ tales, learn by the Octopus staff who helped them:
One of the simplest ways to grasp our service is to listen to it from our prospects themselves. Right here’s an excerpt from a letter our CEO Greg obtained lately from a buyer.
They’re extremely susceptible, and have been going through harmful circumstances at house. Bother with their outdated vitality provider was making every thing worse, in order that they known as us…
I’m compelled to achieve out and share the completely extraordinary story of how Octopus Vitality and three distinctive workers went above and past to resolve a sequence of harmful circumstances I’ve confronted since shifting in as a consequence of one other provider’s account errors, switching issues, and meter points.
Mr Jackson, your workers fairly presumably saved my life this weekend.
For avoidance of doubt, this all occurred previous to my change – what firms have you ever heard of that do that for purchasers earlier than they’re even “formally” their buyer.
These guys didn’t want to do that – that they had no obligations…However they LISTENED.
Click on right here to learn the remainder
How is one thing like that potential in an organization the place over 3,000 workers take care of round 5 million prospects?
1) Each certainly one of our vitality consultants has the coaching to unravel an enormous array of tough issues, begin to end
The times of ready on maintain as you’re handed between 100 totally different departments are over. We’ve spent years placing collectively a super-capable, super-friendly staff. We practice our vitality consultants to make sure they know Octopus inside and outside. So no matter your query is, the probabilities are one individual can clear up it from begin to end.
2) Our specialists are all cut up into particular groups of round 10 individuals.
Every staff is like its personal micro-business, utterly liable for taking care of a gaggle of shoppers – so even in a enterprise of 5 million prospects, you’re going to talk to the identical small staff of individuals each time. There’ll be a superb probability they could be acquainted with your problem already.
3) The correct instruments for the job
We make sure that all our vitality consultants are absolutely supported by our world-beating tech system: Kraken. Our house grown tech platform permits us to navigate all issues vitality in a single place.
It helps us preemptively verify for account points to catch them early, whereas additionally diagnosing and discovering options for any shock points that do crop up (whereas integrating and managing our leading edge inexperienced tech too). These are just some of the explanations that Kraken now helps 30 million vitality accounts!
4) Accountability, all the best way up
We put a excessive worth on autonomy and accountability. We’re educated to problem-solve – not stick with a prescribed course of – as we work to search out the answer that works for you. It’s necessary that our consultants have the discretion to resolve if somebody wants specifically tailor-made assist, or perhaps a bunch of flowers after they’re going by way of a tough time.
We take satisfaction in the truth that everyone at Octopus is liable for taking care of prospects. You may attain out to Greg and an entire host of senior Octopus faces and get a response. In any case, when one thing goes flawed, the highest leaders within the biz are those liable for fixing it.
5) Slicing out the middle-Octopus
We work extraordinarily laborious to make issues really easy that you just hardly ever have to achieve out to us in any respect. We pour our hearts into ensuring that our merchandise work actually, very well.
It additionally means supplying you with management over issues like your direct debit funds, constructing a five-star app with faff-busting, self-serving goodness, and ensuring that each one our communications, from emails to blogs and FAQs, are clear and thoroughly crafted. Doing all this helps make sure that you solely have to achieve out to us when it actually issues.
And in flip, that frees up our staff to give attention to an important stuff: fixing the thorniest points and spending time talking to prospects.
6) Offering further assist the place it’s wanted
With that in thoughts, our vitality consultants have been all fingers on deck utilizing our £30 million Octo Help Fund to offer further assist the place it’s most wanted: together with standing cost holidays, cosy heated blankets, loaning out high-tech thermal cameras out to identify warmth loss in properties, and residential vitality well being checks from our vitality helpers.
On prime of that, we’re readily available with a tonne of significant, specially-tailored recommendation, a form listening ear and a wealth of understanding for anybody who wants it.
When your vitality firm offers a rattling that you have not used the heating as soon as over winter due to worth hikes & cares whether or not you are chilly or not.
😭💜🐙 pic.twitter.com/3stKChAkVU— NEKO // Lizbit 🌻✌👽 (@oritelovely) February 19, 2022
7) We make stuff that brings a little bit of pleasure to individuals
From the little touches – like taking part in the UK #1 hit from the yr you turned 14 for a success of nostalgia on the uncommon event we put you on maintain, or supplying you with a wheel of fortune to spin each time you ship us a meter studying. To the large stuff: like Saving Periods – which noticed our prospects earn £5.4 million final winter by slicing down vitality, and making the entire system greener within the course of.
8) Every little thing we do throughout the whole Octoverse is all carried out with you in thoughts
As a result of taking care of prospects is everybody’s job – from Greg and our senior staff to each marketer, app developer and engineer – every thing we do is constructed with the client in thoughts, whether or not we’re constructing new, hyper-efficient warmth pumps, or putting in photo voltaic panels.
That is what evokes our modern good tariffs; and inexperienced energy-building initiatives like Fan Membership – which provides communities 50% off their vitality when native wind generators are turning; and our one-of-a-kind Zero Payments Properties scheme, the place we’re working with builders to construct homes whose house owners can pay nothing in any respect for his or her vitality – that’s proper, we’re an vitality enterprise that finally needs to make vitality completely free.
In the end, we’re a staff of people. We’re readily available to grasp and adapt, tailoring our assist to suit your wants, however this additionally means we’ll often make errors. Even when we get it proper 99% of the time, with 5 million prospects, you possibly can anticipate a number of slip ups, particularly when vitality remains to be filled with creaky legacy methods. Nonetheless, regardless of the problem, we will promise that we’ll do all we will to repair it. We do all this and extra in our quest for cheaper, greener vitality for everyone; it’s solely honest, particularly given the belief you place in us.
