Use case: request flow optimization

Use Case

Request Flow: +22% reach rate on the FAQ pages

Reducing customer service pressure for a better user experience thanks to Contentsquare. See how Engie, energy supplier, managed to reduce the number of requests to its customer service by improving the UX of the user journey.


Engie is the first energy producer and supplier in Belgium. With 2.66 million customers, efficient customer relations is key to keep the level of satisfaction at its highest.

Its request and complaint flow drives 41 000 visitors per month. Among them, 48% sent requests and only 26% visited a FAQ page though most of the answers to common questions are already on those FAQ pages.

Improving the efficiency of the request and complaint flow is key to reduce the number of requests to be dealt with and to provide a fast and easy answer to customers. Clémentine Vellin, Digital Specialist at Engie explains: