Enefit customer service – our aim is to truly be there

At Enefit, customer service is something we truly care about. It matters to us that every interaction leaves the customer feeling: I was listened to, I was understood, and my question was resolved.

We have long-standing experience as an electricity supplier, but one thing is certain – there is always room to improve. Often, it is our customers who tell us this honestly and directly. This is very valuable to us, because it is precisely together with our customers that we can move to the next level.

That is why we listen to and read our customers’ feedback especially carefully. For us, customer feedback is not just a number – it is a mirror that shows where we truly stand and where we need to go next.

Customers do not only tell us what needs improvement. We also receive a great deal of praise, and we never take it for granted.

March in Estonia is Good Customer Service Month, and it is during this time that our energy experts receive an especially large number of warm and appreciative words. These moments are important to us – we share them with one another, and the joy always multiplies.

On the heateenindus.ee website, Enefit’s customer service has been praised 326 times this year, and each one is a real experience someone has had with us.

We have been taking part in the Good Customer Service Month initiative for four consecutive years. Every spring brings a special sense of excitement – it is like a small ‘service Olympics’, where our energy experts also put themselves to the test in the Estonian Best Service Representative competition.

This is not just a competition. It is a way to keep ourselves in shape – not only in customer service skills, but much more broadly.

We train, learn and develop ourselves all year round. For us, it is important that the people at Enefit who interact with customers feel good and supported. Because good service does not begin with the customer. It begins with the person speaking to them.

That is why it is important to us that the people who interact with our customers are supported and cared for within the company as well.

The most important element of our customer service is people, but alongside them we are increasingly developing smart solutions. For example, our updated self-service portal and automated calls help resolve quicker, more straightforward questions instantly.

When questions are more complex or the situation requires a personal approach, customers prefer to speak to a person. By combining technology and human contact, the best customer experience is created.

Because in the end, the customer does not remember the channel or the system, but the feeling of how they were communicated with.

We are only satisfied when we can provide an experience after which a customer takes the time to leave us feedback – this is the greatest recognition for us at Enefit:

‘I called the customer support line with a concern and received a very thorough and knowledgeable explanation. The service representative explained everything in a positive and calm manner and made sure that I understood things correctly. An astounding experience – absolutely superb! Thank you!’

Moments like these give us confidence that we are on the right track.

Enefit customer service