Months back, I wrote on green mobility in the light of sustainability. Currently, Brandt supports several organizations that provide EV charging. In the Malaysian context, these charger providers are called Charge Point Operators, or CPO for short. I did a wrap on 2024 that was posted on CXO here.
With most of the chargers electing to use apps and smart payments, and control, the ability to charge successfully depends greatly on the app and sometimes, network connectivity as well. Other than Tesla with its integrated plug and charge option, Malaysians are required to download a plethora of apps just for charging.
Having essential support is crucial, especially when the country hasn’t reached maturity in the number of chargers available, more so for long weekends, which are peak travel periods. Recently, we have seen many issues with chargers being offline, but timely support changes everything. By providing rapid, efficient, and timely support provided by Brandt, our client can rest easy. In forums and social media, we see users highlighting a charger being offline or unable to activate, and to our delight, users ask the original poster to contact support. The support team is run by Brandt, and proud to say that if users continue to highlight great recovery via support, something is being done right. Systems do fail, sometimes, users do the darndest things, like pulling the emergency breaker, but allowing drivers to charge and continue their journey results in a positive CX, even if there was a problem to begin with.
Often, a problem is a good entry point for any business to win over a customer. After all, people are emotional beings, and we buy on emotions. A successful resolution often leaves a better positive imprint compared to regular successful interactions.
Read more on recovery in our past Insight Articles:
