We know that many of you have had mixed experiences trying to connect with our customer support in the past. This year, we’re on a mission to improve our customer experience – and we want to share with you what we’ve done so far.
Wait times are down to two minutes on average
Positive feedback is up
We’ve also launched new online support content to address common questions, such as a step-by-step troubleshooting guide to help customers get their Envoy online if it loses connection to the internet. And we measure your feedback on these new initiatives to make sure that they’re effective. For example, the approval rating of our Envoy support content went from 40% to 87% after we launched the troubleshooting guide. Those are the types of numbers we like to see. And we especially appreciate it when our customers take notice:
"Synergy has been a big fan and loyal Enphase customer since we started using them exclusively seven years ago. Enphase’s technology and tools help us better serve our customers and make us more competitive. Enphase’s support continues to improve and it’s clear how far ahead of other manufactures they are. I could not be happier with the products, service, support, and software we receive from Enphase.” - Jeff Mathias, co-owner of Synergy Solar
New self-service tools are gaining traction
“Southern California is an extremely competitive marketplace for solar, and Enphase's Service-on-the-Go has been a game changer for us in terms of customer service. We take great pride in being customer service-centric and expect the same level of efficiency and speed from our partners. The ability to file a warranty claim and manage the replacement online is a perfect example of something that makes us more efficient and faster and reflects an important alignment of values between Solar Optimum and Enphase." - Arno Aghamalian, president and CEO of Solar Optimum
Our online support center has also seen dramatic increases in sessions, page views and users in the past year, and we’re happy to see you taking advantage of this resource:
How we got there
Our goal is to match the effort we make to build premium products with the effort to provide a premium customer experience. They belong together. We’ve invested extensively in customer support over the past year. We’ve hired new team members, changed scheduling to meet peak demand, provided more online tools for self-service and now host more educational webinars than ever before.
We have also improved customer support by:
- Launching Service Manager, an online tool that makes it easy to create and manage support requests and file a warranty claim
- Introducing mobile tools like Service-on-the-Go so you can replace a device from anywhere
- Publishing tutorials for common support issues, like how to reset an Envoy after the Internet connection is dropped (due to weather, a power outage or some other Internet issue)
- Implementing new features like support callback, which literally limits the time spent waiting on the phone
You can see our work in action by checking out our online support center or contacting customer support directly. Our commitment to service is incredibly important to us, and we value the opportunity to provide you with exceptional customer care.