Back to catalog

Self-service and digital journey effectiveness

Business question
Do our digital journeys really meet customer needs, or do they push customers back to the phone?
What's at stake
For an energy supplier where 110,000 calls a year follow a failed self-service attempt: 16,500 to 33,000 calls avoided, or $119k to $238k a year in handling cost avoided.
Data required
Customer portal/app navigation logs, contacts following a digital visit on the same topic.
Sample result
Digital-to-human handoff rate per journey, with the pages/steps that fail most.
Demo · 1 min
Illustrative scenario

Take an energy supplier with 500,000 customers where 110,000 calls a year come right after a failed attempt in the customer portal. The analysis linked digital sessions to the calls that follow, and the worst-failing steps (online cancellation, FAQ) were fixed.

MetricBeforeAfter
Calls after a self-service failure, per year110,00082,500
Handoff to phone after a failure61%46%
Annual cost of these calls$792k$594k
Trusted for Datakili's business intelligence

See the cockpit in action on this use case

Explore an interactive demo with data representative of your industry, without sending us anything. You can then test on your own data, with an expert by your side.

✓ Immediate demo, no data required
✓ No installation, no IT project
✓ Results presented in a workshop with an expert

Your demo, tailored to this use case

1 minute, no commitment

Selected use case

No spam, unsubscribe in one click

✓

We will contact you shortly to prepare your demo

Video placeholder - cockpit demo on this specific use case, 16:9 format.

Ready to see the cockpit in action?