Changes in Caruna's Customer Service channels starting December 2, 2024
"The chatbot has been trained to answer the most frequently asked questions from customers and to guide them to the appropriate content on our website. Our comprehensive digital services are also available around the clock. For example, in the self-service channel Caruna+, customers can easily manage matters related to their electricity network agreements and billing. This year alone, Caruna+ has been used over 2 million times," says Caruna's Customer Experience Director, Marika Tuominen.
Customer service will continue to serve both private and business customers by phone at 0200 23 222 on weekdays from 9 a.m. to 3 p.m.
Other versatile digital services available to customers
In case of disturbances, customers can check power outages in their area via the Outage map. There will be no changes to the Outage Map's chat service, and fault reports can still be made via the chat 24/7. If needed, customers can also call 0800 195 011 during outages.
The Worksite map allows customers to view work sites in their area, and the Capacity map displays available electricity network capacity.
Order forms for new electricity connections or network modification work can be found at caruna.fi/en/forms.
What feedback have customers given?
"We ask for feedback from every customer who contacts us by phone. Our goal is to resolve the customer's issue in one go. For 71% of customers who contacted the phone service, the issue was resolved on the first contact. Other issues may require further investigation by our experts," says Marika Tuominen.
Caruna's phone service has an NPS of 35 (on a scale of -100 to +100), and the ease of service handling is rated 4.1 (on a scale of 1 to 5). Feedback for Caruna+ has also been excellent – the NPS is 40, and the ease of service handling is rated 4.1.
Customer feedback:
- "Excellent customer service attitude and expertise. Thank you, Tuula! Bonus points for minimal waiting time."
- "The website is pleasantly clear, and it’s easy to find my consumption and billing information. I can’t think of anything to improve."
- "The issue was unfamiliar to us, but Caruna's website was visually clear and easy to understand."
- "Quick and excellent Swedish service from Timo!"
- "Tea handled my matter impeccably and without delay. Thank you for the great service."
This news was translated into English using artificial intelligence.