Renogy is a globally leading renewable energy company, focusing on making clean, reliable solar power accessible to everyone. Founded in 2010, Renogy has been developing and providing a wide range of solar panels, energy storage systems, inverters, charge controllers, and complete off-grid energy solutions. Its products are widely used in residential, commercial, RV, marine, and outdoor settings. With its outstanding performance in innovation, quality, and ease of installation, Renogy helps individuals and businesses achieve greater energy independence while supporting a more sustainable future.
Renogy has made significant efforts to address customers’ queries and consultation needs. It sets “Self Service” section in its official website, making quick guides, user manuals, FAQs and more helpful resources accessible for customers, enabling customers to resolve many issues independently without the help of human agents.
Renogy also supports customers through 24/7 available AI assistant, live chat, case submission, phone call and more, meeting customer anywhere and anytime. With a globally distributed customer base, Renogy delivers consistently high-quality services in various countries, satisfying customers’ needs around the world.
What sets Renogy apart is its relentless pursuit of excellence. With all these convenient channels, Renogy is committed to making its service more intelligent, more stable and more integrated. That’s where Sobot comes in as a trusted partner to support Renogy’s evolution in customer service.
Serve Customers Seamlessly with the United Omnichannel Platform
Even with abundant self-service resources, customers still need to turn to agents’ help when faced with complicated issues. To facilitate customer consultation, Renogy has set live chat windows across multiple platforms, including its official website, App, and other ecommerce sites like Amazon and Ebay. Also, customers can reach Renogy through phone call, email and other convenient ways.
Renogy previously used multiple customer service systems to handle inquiries from different touchpoints, leading to frequent switching and isolated customer information, seriously influencing customer service efficiency.
After collaborating with Sobot, Renogy managed to unify all the messages and information in a single, centralized workplace. Sobot enables seamless integration across channels and ensures data connectivity, making ticket creation, reporting and analysis far more efficient. Besides, Sobot supports over 19 languages, allowing Renogy to contact with customers around the world.
No more repetition, no more switching. Just higher efficiency and CSAT—powered by Sobot’s united omnichannel platform.
Free Agents to Focus on Complex Issues with AI-Powered Chatbot
Chatbots have already become a must in modern customer service, but rigid or undeveloped chatbots may have the opposite effect– reducing service efficiency rather than improving it. Renogy’s previous chatbot performed poor in independently addressing customers’ issues, thus leading to frequent handoffs to human agents, largely increasing their workload in resolving very common and simple problems.
Sobot’s AI-Powered intelligent chatbot elevates automated customer service to a new level. Designed specially for Renogy’s business, the chatbot divides FAQs into 4 categories for self-service, including tech support, pre-sales, after-sales and member— contributing to faster resolution and more personalized customer experiences.
In addition, Sobot’s chatbot is deeply integrated with Renogy’s knowledge base, delivering broader coverage and more abundant answer formats like URLs, files, guides and more. Consequently, the escalation rate has dropped from over 50% to around 30%, dramatically freeing up human agents to focus on more complex, high-value customer issues.
Handle Calling Tasks Stably with the All-In-One Call Center
Faced with missed customer calls, reduced service efficiency and declining CSAT, Renogy recognized the need to upgrade its existing call center system. Apart from its collaboration with Sobot for online customer service, Renogy also partnered with Sobot to implement an integrated call center solution to unify digital and voice support in a single system.
Renogy previously faced challenges in delivering a consistent customer experience due to its unstable call center. And these issues became particularly pronounced when it comes to the management of calling tasks in different regions and languages. With Sobot’s call center system, Renogy has been able to manage all calling tasks from a single platform. It supports both pre-sales and after-sales customer service teams, integrating inbound and outbound calling tasks in a centralized system. Also, Sobot allows Renogy to set time zones and languages flexibly, making call center performance tracking and analysis more efficient and accurate.
Click here to learn about more customer stories of Sobot. If you’re also interested in providing quality support to your customers, don’t hesitate to come to Sobot for a free trial now!
