According to the Consumers’ Association, for example, they get stuck on a chatbot that does not understand their questions. Or they can only ask questions via WhatsApp, but they are not answered immediately, and sometimes never even. “Of course, the long waiting times on the telephone are also problematic, but if you as a supplier do not (clearly) offer all contact options, you make it very difficult for consumers.”
Conversation with your energy company is often difficult: untraceable contact details and confusion with the chatbot
