MyConnect is a free utility connection service that helps people connect electricity, gas, internet, phone, PayTV (and more) in one easy call or via their online self sign up service.
Target Audience
MyConnect primarily serves a young demographic, with 50% of its customers aged 22-32. This audience prefers mobile communication, particularly text messaging, over phone calls. Given the stressful nature of moving, they appreciate the convenience of text-based communication for managing utility connections.
Challenges
Reaching customers by phone became increasingly challenging as more people preferred communicating via text or online channels.Traditional phone calls were often missed, resulting in a less effective engagement strategy. MyConnect needed to adapt to these changing preferences to connect with customers in a way that felt natural and convenient for them, particularly during the busy and stressful time of moving.
Solution
To address these challenges, MyConnect implemented Kudosity's conversational AI messaging platform. This solution allowed customers to enter a welcome journey via SMS, responding to messages at their convenience. Key features included:
Conversational AI messaging: Customers received an initial call, followed by a welcome email and SMS with a unique sign-up link, allowing them to connect utilities online.
Automated triggers: The platform sent automated reminder messages if voice contact was not established, ensuring follow-up without unnecessary calls.
Opt-out management: Kudosity's platform efficiently removed customers who opted out of communication, further streamlining the process.
Outcome
The implementation of Kudosity's solution led to significant improvements in customer engagement and operational efficiency:
Increased engagement: MyConnect saw a 53% engagement rate, with 26% of customers scheduling calls through the platform.
Improved conversion rates: 3% of customers completed the self-service process online without needing to speak to a representative.
Optimised resource allocation: The platform minimised unnecessary calls, allowing the team to focus on more strategic use of available resources.
Enhanced customer trust: The personalised communication approach helped build trust and awareness among customers.
"The conversational SMS journey allows us to give customers the flexibility to choose when they want to be contacted. It’s improved our contact strategy by reducing unnecessary calls and resulted in a 53% engagement rate."
—Svetlana Nikolic, Marketing Manager at MyConnect
"We’ve noticed a positive impact on conversions. The ability to use two-way SMS, thanks to Kudosity, has made our customer interactions more efficient and customer-centric."—Bec Oxnam, Head of Marketing at MyConnect
