Electric vehicles (EVs) are ushering in a new age for the automotive industry and the switch to electric is rapidly gaining momentum. In 2021, there were just under 400,000 EVs in the UK but now there are nearly 1.4 Million on our roads, an increase of 250%!
To accommodate this shift, infrastructure has had to change and that has seen privately-owned EV charging stations popping up across the country, whether they be in motorway services, regional parking lots, or alongside supermarkets. As more drivers make the switch, the demand for accessible charging has soared, accompanied by a need for reliable, 24/7 customer service when something goes wrong.
The Challenges of Providing Outstanding Customer Service
For EV charging providers, customer service is the backbone of trust and reliability. A driver stranded by a malfunctioning charger can quickly lose confidence in the network, damaging both reputation and customer loyalty. Customer service for EV chargers must address several key areas.
24/7 Availability
EV drivers can run into problems at any time. Whether it’s early morning or late at night, a charging point is damaged, or a driver simply needs help figuring out how to pay, the need for assistance doesn’t necessarily change in its urgency. Without that critical help, the person trying to reach your customer service team might be stranded until someone is available to help.
That’s why 24-hour availability is essential for any EV charging point provider. In fact, it is now government regulation that all EV charging providers must also offer a 24/7 helpline. But staffing a dedicated, round-the-clock support team requires significant labour, which can be a burden for even the largest operators.
Highly Skilled Operators
EV charging systems are complex, involving hardware, software, and network connectivity. Issues can range from simple payment glitches to more sophisticated technical faults that require in-depth troubleshooting. Customer service operators need to understand the intricacies of various charging systems, payment methods, and software interfaces. To do this, they must be expertly trained and continuously tested and updated on new technologies and protocols.
And, with UK regulations demanding that charging points be 99% reliable at all times, it’s critical that support staff can answer any and all questions and know when to get an engineer out to a station ASAP. If agents make too many mistakes or aren’t reliable, it could cost the business dearly. Not only to the tune of a £1000 fine, but also in damage to your business’ reputation, potentially leading to drivers avoiding your charging stations in the future, or worse: sharing their experience online.
Effective Communication
But it’s not enough for your operators to be knowledgeable. Have you ever tried to troubleshoot something highly technical over the phone and found both you and the agent getting frustrated? That’s the reality of many EV drivers when they contact customer support.
Since EVs are still an emerging product, many people are buying one for the first time. They may not understand the intricacies of slow vs fast charging, how to access the charging point network, or even how to effectively estimate their charging needs on long journeys.
The customer service operator not only needs the expertise to answer every question, but also the communication skills to deliver the information in a clear and concise way to people of varying levels of EV knowledge.
Add the ability to handle high-tension calls with a cool head – think: being stranded in an M1 service station because the EV charging station isn’t working – and you get a powerhouse of a customer service agent. Finding and retaining such specialised talent can be both challenging and costly.
Cost Considerations
Building and maintaining the necessary in-house customer service team involves considerable financial investment. Not only do providers need to source highly skilled and experienced agents, they also need to consider compliance, quality assurance, software, reporting, training, management, and much more. Add to that the need for a 24/7 service and it can rapidly begin to feel like a financial sinkhole.
For many providers, especially those in the early stages of network expansion, balancing cost with the need for high-quality service is a delicate act. And, unfortunately, customer service is often one of the first departments to see reductions when costs must be reduced. But cutting corners on support may save money in the short-term but risks long-term damage to reputation and customer retention.
So, what’s the solution? Well, we suggest outsourcing.
How Outsourcing Can Aid EV Charging Providers
Access to Specialised Expertise
With an outsourcer, half the battle is already won. They have a roster of experienced and talented agents with a proven track record of hitting quality targets. And, if your operation is extensive, they have the required contacts and robust processes to quickly recruit skilled agents.
Even better, if you partner with an outsourcer like Woven, you’ll have access to operators who have already worked with EV charging providers and know the ins and outs of the industry. We already invest in thorough training programs, ensuring that our teams are equipped with the latest knowledge on EV charging technologies and customer service best practices. So, you reduce the time and money needed for training but still have peace of mind that you’re not risking any damage to your reputation.
24/7 Support Without the Overhead
Outsourcing customer service allows providers to offer round-the-clock support without the significant costs associated with staffing a 24/7 in-house team. When you outsource, you don’t have to hand over your entire operation; you could simply split your resources between your in-house team and an outsourced one, covering different shifts with the different teams. In fact, it’s very common for outsourcers to cover the night shift when all your in-house agents are asleep.
But, if you’re still providing 24-hour care, aren’t costs the same? Well, not really. Firstly, you don’t have to factor in all the external expenses such as equipment and electricity. But, more than this, outsourcers have extensive experience in the customer care industry, and they’ve often fine-tuned their operations to reduce inefficiencies and costs without impacting quality. This, ultimately, means that outsourced customer service is usually cheaper overall than in-house customer care.
Scalability and Flexibility
Customer support needs can fluctuate dramatically. Whether it be the impact of seasonal weather on the infrastructure, or just the nature of the expanding EV marketing, providers must have a flexible plan for the future.
Furthermore, by outsourcing customer service, EV charging providers can invest more time and money into their core operations. Expanding infrastructure, developing innovative charging solutions, and enhancing network reliability all drives toward growing the business. This, in turn, drives the need for scalability in the long-term.
Outsourced service providers like Woven offer flexible, scalable solutions that can adapt to changing demand levels. Outsourced teams can scale up and down quickly to meet the needs of the business, ensuring a consistently high level of service without wildly fluctuating costs.
The Future of EV Charging and Customer Service
As the EV landscape continues to evolve, customer service will play an increasingly vital role in determining which operators thrive and which struggle to keep pace. Outstanding support isn’t just about solving problems, it’s about building an outstanding experience for every driver.
For EV charging providers, the stakes are high. Regulations demand excellence, reputation is on the line, and the competitive landscape is becoming more crowded by the day. But partnering with experienced service providers ensures that every interaction is handled with the expertise and care that drivers expect. By investing in top-tier customer service, providers can position themselves as leaders in the market, ready to meet the challenges of a net zero United Kingdom.
Contact us today about how Woven can help with your customer service needs.