Venture: ZOLA Electric
ZOLA Electric (formerly Off Grid Electric) provides 24/7 first-time access to electricity across Africa.
Expert: Nate Rosenthal
Head of Global Customer Success and Support at Square
ZOLA Electric (formerly known as Off Grid Electric) provides rooftop solar panels to homes and businesses across Africa to provide 24/7 first-time access to electricity. ZOLA currently powers more than 1,000,000 customers across 5 countries.
ZOLA’s top priority was scaling its customer support as it experienced rapid, ambitious customer growth. ZOLA partnered with Rippleworks to enhance call center capabilities in Tanzania to provide world-class support and reduce customer churn.
Rippleworks dove deep with us to find an area of high leverage, brought in a world-class expert and developed deep, quickly actionable plans.
The result was that our service team in Africa learned best practices of customer service from Silicon Valley, resulting in higher customer satisfaction at lower cost.
—ZOLA Electric CEO Xavier Helgesen
ZOLA teamed with Rippleworks Expert Nate Rosenthal, who scaled Square’s customer support as its Head of Global Customer Success and Support. Together, they:
• Improved customer support to reduce churn rate using data-driven feedback
• Increased call center responsiveness and quality of service with updated metrics and workflows
• Lowered daily call volume, average talk time, and repeat call volume by improving access and availability of customer data to reps
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