Eşarj

Eşarj Offers Live Support with AloTech’s Video Call Feature.

Instant Video Support from Eşarj with AloTech for Drivers Racing Against Time

Eşarj, Türkiye’s first and most widespread electric vehicle charging network, serves thousands of locations across Türkiye with the goal of sustainable mobility. Aiming to offer electric vehicle owners an uninterrupted experience, Eşarj manages its communication processes on AloTech’s infrastructure to maximize customer satisfaction. All call center channels, including voice and video support, work integrated with AloTech technology.

For electric vehicle users, even the smallest problem at a charging station can be a major source of stress for drivers racing against time. As its charging network grew across Türkiye, Istanbul-based Eşarj felt the need to make its technical support processes more efficient.

When phone support was not enough, problems that required a visual check, such as a cable plugged in incorrectly or a system fault, were described for minutes without a solution. That is exactly when Eşarj decided to take a step that would revolutionize its customer experience: instant access to the charging station through video support.

Time and Energy Savings

High Customer Satisfaction

Eşarj Speeds Up Station Support with AloTech Technology.

Setting out to increase speed and effectiveness in customer service, Eşarj aims to offer fast, on-the-spot solutions to problems at its stations, reach more customers by lightening agents’ workload, and increase operational efficiency by integrating next-generation communication channels. To achieve these goals, however, it needed the right technology partner. Looking for a call center solution for the first time, Eşarj chose AloTech.

We delivered a fast, efficient operational transition.

The entire process, from setup to go-live, was completed in just a few weeks. The Eşarj and AloTech teams worked in coordination with a multidisciplinary team from business development, technical support and operations. First, a needs analysis was carried out, then the right communication channels and modules, such as voice, written and video, were identified. Next, CRM integration made the system compatible with customer data. After the training and testing phases were completed, the system went live without any issues.

What Did We Achieve Together?

AloTech’s cloud-based structure and multi-channel support gave Eşarj the flexibility it needs today and in the future. The Video Call solution in particular was at the heart of this partnership. Thanks to AloTech, Eşarj’s call center operations gained strength not only through video calls but in many areas. Let’s look at these advantages through Eşarj’s eyes.

Instant Response to Issues with Video Calls

Agents could now witness the technical problems drivers were facing first-hand, not only by voice but with live video support. As a result, issues were resolved within minutes, customer satisfaction rose noticeably and unnecessary repeat calls were prevented.

Real-Time Monitoring and Intervention

Calls are monitored live from the supervisor panel, with instant intervention when needed. This both protects customer satisfaction and supports agents’ development.

Easier Agent Management

With AloTech’s user-friendly interface, shift planning, performance tracking and team management are now much easier.

Personalized Experience with CRM Integration

When a customer calls, their history and details appear directly on the agent’s screen. This makes support faster and more effective.

With AloTech technology, Eşarj handles more interactions with the same resources.

By integrating written channels such as WhatsApp and innovative methods such as video support alongside voice calls, Eşarj began using its customer service resources more efficiently. With next-generation technologies, agents’ workload has decreased, more customers are reached, and the customer experience is delivered at the same quality on every channel.

Eşarj's Most-Used AloTech Features

Video Call
Live Call Monitoring
Agent Performance Reports
Dashboard Management
CRM Integration

What Advantages Did We Bring to Eşarj?

Operations management on a single screen
Real-time operations monitoring and intervention
Easy integration
24/7 technical support
Lighter workload for the operations team
Easy setup and practical use
Cost advantage with a pay-as-you-go model
Higher operational efficiency
Effective analysis with performance reporting
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Eşarj - What Do Our Happy Customers Say About AloTech?

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Omnichannel Communication

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