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About Oscaro Power
Oscaro Power is a French brand that makes it easier for homeowners to lower their energy bills with easy-to-install solar kits. Customers can save up to 50% on installation costs compared to traditional solar companies.
It’s sustainable energy made easy.
Even with clear instructions and online tools to help shoppers configure their kit, it’s natural for customers to seek extra one-to-one support with a heavy investment like solar panels. For Oscaro Power, most of this support takes place over the phone. Customers want to talk through their questions in real-time, making the phone the most efficient channel for personalized support.
The Challenge: Fragmented data and limited phone support features in Zendesk Voice
Oscaro Power formerly used Zendesk Voice for its phone and customer support but quickly realized its limitations and inefficiencies.
Not only was Zendesk Voice expensive, but customers paid the price with long waits and resolution times.
Oscaro Power faced three main challenges with Zendesk Voice:
- Disjointed customer data
- Limited phone support features
- High software costs and limited scalability
Disjointed customer data
Using Zendesk, agents were forced to juggle multiple browser tabs to track each customer's emails, phone calls, and chats.
"With Zendesk, we needed three or four browser tabs open at once to manage a single customer, making it hard to follow the timeline of interactions.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
Oscaro Power’s customers tend to have lengthy sales cycles since solar panels are a significant investment. It’s common for customers to call multiple times before converting, and each delay hindered their overall impression of the brand.
Customers don’t want to wait on hold for five minutes while your team gets up to speed. And that’s exactly what Oscaro Power’s customers had to do.
“During installation, customers often call to ensure they do everything right. These calls can last 30 to 40 minutes, so having all the customer’s info in one place is crucial.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
Johan shares that the customer acquisition process lasts up to a month, from the first website visit to the purchase. Customers often reach out several times to ask questions and ensure the product is compatible with their home. “In Zendesk, this could generate 10 separate tickets across calls, chats, and emails before a purchase is even made,” Johan tells us.
Limited phone support features
Oscaro Power was set back again by the lack of essential features in Zendesk Voice. The platform couldn’t separate phone teams by IVR (Interactive Voice Response) choice or phone numbers. This meant a customer calling with a sales question was routed to the same inbox as one looking for implementation support.
With a mix of in-house and outsourced teams for level one and level two support, Oscaro Voice also needed to transfer calls between internal and external teams.
“In Zendesk, we couldn’t separate phone teams by phone number or IVR choices, which made it difficult to transfer calls smoothly between internal and external teams.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
These operational efficiencies hit a breaking point as the company expanded internationally. With various international phone numbers and globally dispersed agents, the team needed to seek alternative solutions better suited to its growing brand.
High costs and limited scalability
Zendesk’s agent-based pricing model required each team member to purchase additional licenses. Oscaro Voice incurred extra charges for exceeding their allocated minutes, which was incredibly costly with long implementation calls.
“In Zendesk, it was really expensive to add agents. We want everyone in the business to access the support system and pick up a ticket if they need to,” Johan explains. “For example, if a customer wants to reach the marketing team, we want to be able to pass that ticket on. In Zendesk, we had to choose which teams could have access.”
The Solution: Implementing Gorgias Voice for better phone support
Oscaro Power migrated its entire customer support suite from Zendesk to Gorgias within a week, including adopting Gorgias Voice. Making the switch was a no-brainer since Gorgias Voice better aligned with their primary needs.
Gorgias Voice makes it easier for the team to handle a variety of customer calls:
- Pre-sale calls: Customers inquire about compatibility, functionality, and installation before committing to high-ticket purchases.
- Installation support: Level 2 agents provide detailed guidance during product setup, often on long calls.
- Refunds and cancellations: Gorgias simplifies order cancellations, notifications, and internal ticket assignments to ensure smooth processes.
After evaluating several platforms, the team found that Gorgias Voice’s combination of features and price aligned best.
One robust, unified platform for faster resolutions
Gorgias Voice lets agents stop tab-shuffling and start spending time where it counts—supporting customers.
“Gorgias provides a unified view of customer interactions. We know every contact point a customer has had with us, making it much easier to provide efficient support.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
The unified customer view reduced agents’ workloads, saving 3-5 minutes per call and cutting resolution time to 5 hours. Eliminating the fact-checking and catch-up process on each customer call doesn’t just save time—it builds customer confidence. Something so crucial when making a big-ticket purchase.
“The way that Gorgias Voice integrated into Gorgias as a whole makes you feel like you’re working in one software,” Johan describes. “Whereas in Zendesk, you have one tab for phone, one tab for chat, and one tab for email. You feel like you’re working in three or four different software at once, plus Shopify and your ERP.”
Game-changing features in Gorgias Voice
Where Zendesk Voice lacked essential features, Gorgias Voice checks all the boxes for their growing team.
Johan shared the three main features that drew them to Gorgias Voice:
- IVR (Interactive Voice Response): Routes calls to the right team, reducing customer wait times.
- Voicemail transcription: Allows agents to quickly review and address customer concerns without manually listening to every voicemail.
- Live call dashboards: Provides real-time insights into call performance, enabling better management and decision-making.
Deep Shopify integration for enhanced efficiency
Gorgias’s comprehensive Shopify integration provides the other missing piece of the puzzle. Agents get instant access to customer data, allowing them to edit shipping details, process refunds, and create draft orders directly within the platform.
“We use the Shopify integration to greet customers by name, which creates a good first impression and helps build trust.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
This personalization also plays a role in driving cross-sells and upsells. With visibility into customer data from Shopify and integrated tools like Klaviyo, Oscaro Power’s agents can make personalized product recommendations based on the customer’s unique behavior.
Cost-effective, scalable pricing
Migrating to Gorgias’s usage-based pricing model was a significant cost-saver, saving Oscaro Power 50% per month compared to what they paid with Zendesk.
Gorgias Voice eliminates the need for additional agent licenses or extra charges for high call volumes during peak periods. This has let the team share access to the customer support platform across the business, meaning that marketing and sales teams can also view valuable customer insights.
The Results: Increased agent efficiency, faster resolutions, and cost savings
Implementing Gorgias Voice and support suite has unlocked impressive results across the board. Oscaro Power has seen significant time savings, allowing agents to provide faster, better customer responses. All while saving significantly on platform costs.
With Gorgias Voice, the team has achieved:
- 3-5 minutes saved per call, translating to hours saved weekly across hundreds of calls
- 25% less time spent per customer interaction due to Gorgias’s unified view
- 3-4 hours of weekly savings for marketing and training teams thanks to call transcriptions and summaries
- 5-hour phone resolution time (compared to the industry average of 1 day)
- 50% cost reduction per month compared to Zendesk’s fees
The Gorgias and Shopify integration generated revenue from Oscaro Power’s number one call type, pre-sales calls. With personalized support, the team has been able to close high-ticket purchases over the phone, averaging €3,000 per basket.
“Our most important phone use case is pre-sale calls. People want to have a human on the line before they put a credit card down because we're quite a big ticket purchase, around 3,000 euros on an average basket.”
—Johan Luiggi, Chief Brand Officer at Oscaro Power
Looking forward: Expanding across borders with international calling
As Oscaro Powers continues to enter new international markets, the team is excited to continue experimenting with international calling in Gorgias Voice. They’re eager to expand phone support to Belgium to serve more customers.
Learn more about how Gorgias Voice can save your business money, boost agent efficiency, and simplify personalized phone support for a better customer experience.
