Freeing up the desire to travel electrically, ensuring a quick and easy charging experience. It is to achieve this goal that Ewiva, the joint venture of Enel X and Volkswagen Group, created to accelerate the development of electric mobility in Italy, has enhanced its customer service through a strategic partnership with TP Italia, a global leader in Digital Business Services Management.
In this way, Ewiva aims to guarantee an intuitive, accessible and reliable charging service, putting the needs of e-drivers at the center. Every initiative of the company is, in fact, driven by the desire to offer constant and timely support, accompanying customers every step of the way, with solutions that make the recharging experience truly worry-free.
Thanks to this partnership, Ewiva guarantees an omnichannel, multilingual, 24-hour support service that respects privacy. E-drivers can request help via phone, e-mail, web-chat, Facebook Messenger and, soon, WhatsApp, with direct access to support channels from the charging station display, website (www.ewiva.com/help), Google My Business profile and official social channels.
Thanks to the chatbot, which is already active on the ewiva.com website and Facebook Messenger, programmed to respond in real time, users can request information at any time, provide feedback on their charging experience, report station failures or malfunctions, and open service tickets complete with photos and other useful details.
Not only that, it is also possible to make a reservation to be contacted by phone by the operator. In addition, for urgent requests, there is a priority channel that directs the user to the most appropriate operator. A truly functional service that has achieved high efficiency performance since its activation: in fact, in 2024, more than 90 percent of calls were answered in less than a minute, maintaining an abandonment rate of less than 5.5 percent.
It is not, therefore, the standard chatbot. In fact, thanks to the use of Artificial Intelligence and advanced reporting capabilities, Ewiva’s Customer Service and Customer Experience teams are able to constantly monitor and improve the performance of the chatbot and, more generally, of the entire support service, plan data-driven actions to better meet the needs of e-drivers.
“User-centricity is the guiding principle of all our initiatives,” commented Daniela Biscarini, CEO of Ewiva. ”With the enhancement of customer service, Ewiva wants to further simplify the charging experience, making it accessible and intuitive for everyone. In fact, we don’t just provide advanced technological support; we want to accompany e-drivers at every stage of their journey, through a widespread charging network, innovative features, such as Plug&Charge, and flexible payment options. We believe that only by listening to the real needs of users can we concretely accelerate the transition to sustainable, zero-emission mobility.”
“Being recognized by Ewiva as a partner of reference for the management of the relationship with their customers thanks to, both our technological solutions and delivery capacity in customer operations, makes us very proud and we are convinced that we can collaborate with Ewiva in its journey to build and grow a network to support e-mobility throughout the country.” – added Emanuele Zorzetto, Business Development Director TP Italy.
Ewiva and TP ensure constant monitoring of the quality of the support service provided, with detailed reports and quarterly surveys of the support team. This approach maintains high efficiency, resolving 95 percent of requests without the need to involve other specialists, which ensures faster response times and more efficient service.