Telco & Energy

Customers in telco and energy don't choose with their heart — they choose with a calculator. They open three tabs, compare prices, get confused by the fine print, and pick the one that made the comparison easiest. The conversion advantage in this category goes to whoever simplifies the choice. Most don't.

Friction points you'll recognize

• Tariff comparators that confuse instead of clarifying, sending users to aggregators to decode the offer
• Sign-up flows that work for the easy case and break for everything else — switches, transfers, multi-line
• Customer service chatbots overwhelmed by complexity, escalating too late or not at all
• Self-service portals where users can't do what they came to do, and call instead — driving up support cost
• Notifications and billing communications that look like spam or trigger churn instead of preventing it
• Promotional offers buried under terms and conditions that erode trust before the customer signs up

What we test for you

• The full activation journey — from offer comparison to signed contract
• Tariff and plan comparators: clarity, transparency, ease of completion
• Self-service portal and account-management flows
• Chatbot and AI support quality in handling real customer queries
• Lifecycle communications — billing, renewals, plan changes, retention offers
• Comparison with 2 direct competitors and with aggregators capturing the same prospects

What you receive

• An audit of the activation funnel with drop-off points and friction causes identified
• An evaluation of the self-service experience — what works, what pushes users to call
• A review of chatbot and AI support quality with concrete improvement suggestions
• A diagnosis of lifecycle communications and where they contribute to churn
• Specific recommendations to reduce support load and increase self-service adoption
• A 30-day follow-up session