Momentum Energy is a power company owned by Hydro Tasmania, Australia’s largest generator of renewable energy. To improve conversions across its website, Momentum needed to better understand blockers during the customer buying journey. They were not seeing enough website visitations to run an effective conversion rate optimisation (CRO) programme, so they had to look at alternatives. They also implemented Tealeaf by Acoustic across the self-service portal to aid optimisations efforts leading to reduced service calls.

Dean Cartwright, Senior Digital Manager at Momentum Energy, says, “We had limited visibility into the struggle areas our customers were experiencing online. Our tele agents were having trouble addressing digital enquires over the phone and guiding the customer to self-serve. We needed an analytics platform that would increase our visibility, improve our reporting, and deliver valuable insights so that we could improve the online customer experience.”

Momentum Energy needed a better tool to visualise where customers were getting stuck along digital journeys.

“Our previous tool didn’t record sessions in the granularity we required. Gaining insights purely from analytics or expensive user testing was difficult and time-consuming.”

As resource capacity for implementing optimisations has decreased, Momentum Energy needed to ensure they had strong data insights they could rely on and feel confident acting on.

To gain a better understanding of how customers interact online, Momentum Energy implemented Tealeaf by Acoustic for insights and analytics that would improve the customer experience. According to Cartwright, “We chose Tealeaf because we determined it was the best solution to help us improve in three key areas: optimisations, customer experience, and dispute resolution. With Tealeaf, we can identify a higher number of optimisations with greater certainty of impact, equip our tele agents with a resolution tool that encourages online self service for resolving customer enquiries, and improve our investigation evidence and speed for resolving disputes related to digital transactions.”

Momentum Energy implemented Tealeaf in two months with implementation partner, Archisage.

“We are creating custom dashboards, training multiple team members on how to use Tealeaf, and using session replays for evidence in customer resolutions and phone calls related to customer accounts,” says Cartwright.

Real-time screen mirroring for tele agents became more important as Momentum went through the process, as did replay exports when evidence was needed. With Tealeaf, grey areas that used to be obstacles for understanding problems and issues are reduced.

Cartwright explains, “Since we’ve been using Tealeaf, average handle time of service calls has been reduced when a customer asks about locating features in our self-service portal. The ability for an agent to replicate customers’ sessions in almost real-time provides our agents with so much more confidence when advising on the next best action.”

He added, “Our ability to turn around evidence for the customer resolutions team is now much faster because we can locate the archived session replay in Tealeaf. And all personally identifiable information can be easily masked, making conversations with our cybersecurity team much easier.”

In closing, Cartwright says, “I highly recommend Tealeaf by Acoustic for any business looking to understand customer behaviour. It has empowered more of our digital team members to self-serve and find optimisation opportunities faster. It also reduces time for developers to investigate issues because our team can provide clear evidence of where problems may be so that developers can quickly replicate issues.”