Customer service in the energy sector: expectations, trends and outsourcing potential

Energy supply is one of the most important and critical aspects of our everyday infrastructure. Customers come to expect not only reliable supply, but also transparent tariffs, quick responses, and expert support for any questions and inquiries they have. This is exactly why customer service in energy supply and retail is becoming increasingly important.

XELEO is your specialised customer service partner, offering fast response times, high first contact resolution rates, and comprehensive support across all your communication channels.

Why is customer service so important in the energy sector?

The energy supply sector is constantly evolving and changing: dynamic tariffs, renewable energy sources, smart meters, increasing demands for transparency and rapid digital progress are shaping the market. Customer service in the energy sector involves the collaboration of network operators, suppliers, tariff systems, consumption data and customer portals.

This creates one key question for customers: Will I receive quick and competent help when I need support?

Strong customer service in energy retail leads to:

• Greater customer satisfaction and loyalty.
  Clarity is a crucial part of good customer experience. This is particularly important with dynamic prices and tariffs that are adjusted monthly. A study by the Flash Eurobarometer found, that over a third of consumers who switched their provider within the last three years say the quality of service is the most important factor in choosing an energy provider. The only factor ranked above is price.
  It also found, that the most common reason for not switching provider, is reliability, service and price.  
• Higher satisfaction scores (NPS/CSAT).
  Easily understandable bills and transparent processes significantly reduce the number of queries.
• Greater differentiation between you and your competitors.
  Especially in energy retail, customer experience has become a key differentiator. When prices, tariffs and renewable energy options are difficult to compare, clear communication and fast support directly influence customer trust and retention.
• Trust in energy supply.
  This is particularly important during price fluctuations, grid expansion or tariff changes.

Customer expectations in the energy supply sector are changing

Customers want much more than just reliable supply. Below is a list of their key expectations.

Trends & Developments in the Energy Sector 2026

Trend 1: Green Electricity & Renewable Energy

An increasing number of households and businesses are switching to renewable and green energy. According to preliminary figures by BDEW and the research institute ZSW, nearly 56% percent of Germany’s gross electricity consumption was covered by renewable energy sources. Another report by the Umweltbundesamt showed that the share of green energy in the gross final energy consumption was almost 24%.

Dynamic flow or spot tariffs are gaining popularity as well. Customers expect clear, real-time data and precise explanations of prices.

Trend 2: Carbon Footprint & Climate Targets

There is growing demand for transparent insights into individual consumption and its climate impact. The same study by Flash Eurobarometer found that 28% of consumers wish to have better access to their energy data to monitor and adapt their consumption. It also showed that three in ten consumers value the use of sustainable energy sources and every fifth consumer said it’s a key consideration when choosing a provider.

Trend 3: Smart Metering Systems

The rise of smart metering systems can be attributed to many factors, such as the need for greater transparency, focus on renewable energy integration and providing better communication between providers and consumers.

Smart meters enable automated, remote data collection accurate to the minute. They offer higher transparency, which consumers want, but also raise new questions regarding data protection, data retrieval, portal operation and consumption analysis.

This trend also goes hand in hand with rising carbon footprint awareness, as it encourages consumers to develop responsible consumption habits. Smart Metering Systems allow for consumption monitoring at all hours, which gives valuable feedback to consumers and companies.

Trend 4: Consumption optimization & smart saving models

Tools that help users purchase electricity during cheaper periods create added value but also a new need for explanations from support teams. Customer service must be transparent and able to clearly explain new tools and models to ensure that consumers feel safe and trust providers.  

Machine Learning Algorithms can be used to analyse data, identify patterns and make decisions based on these patterns. Tools utilizing machine learning provide actionable insights and enable consumers to make smarter decisions and waste less energy.

Trend 5: Automated customer portals

Portals are evolving into self-service hubs, from checking instalments and downloading bills to switching tariffs. Consumers can get tailored recommendations based on past behaviour and usage patterns. They can also allow them to see instant real time, pricing and inventory levels which leads to higher transparency.

Many portals now also include chats that give consumers the opportunity to speak with service employees anytime they have a question. This highlights the need for multi-channel customer service across many different platforms.

Trend 6: AI-powered customer service and utilities

AI-powered customer service is likely to be one of the most immediate uses of AI in the energy sector. Chatbots, AI phone systems and automated triage tools can help providers respond faster to routine enquiries, including billing questions, tariff explanations, meter readings, portal support and initial complaint handling. This could reduce pressure on customer service teams and improve response times for low-risk interactions.

However, the Ofgem consultation indicates that consumer support with AI support requires clear boundaries. While AI may be useful for simple administrative tasks, human agents remain essential for complex, emotional or regulatory-sensitive cases. Here at XELEO, we believe in this too. Furthermore, customers should be informed when they are interacting with AI and provided with clear escalation and redress routes.

Key challenges in customer service for energy suppliers

How XELEO supports energy suppliers

XELEO offers energy providers comprehensive customer service from first- to second-level support.

An overview of our areas of responsibility:

• Handling calls, emails and digital enquiries across multiple platforms
• Support with account registration, new registrations and address changes
• Explaining bills, tariffs, advanced payments and arrears
• Assistance with portal use and meter reading entries
• Working directly in SDK systems
• Status enquiries and general information
• Interface communication between network operators and energy suppliers
• Support for existing customers, including customer retention offers
• Outbound projects, e.g. for former customers or optimising existing customer relationships

With our high first-call resolution rate, efficient documentation and well-coordinated teams, we reduce the need for follow-up enquiries and noticeably improve service quality.

Case Study – OEKOSTROM x XELEO

With XELEO, oekostrom AG has found an experienced customer service partner. Our specially trained team provides high-quality support, answering enquiries about tariffs and consumption, offering assistance with smart saving programmes and providing guidance on using customer service portals.

Our team will answer any questions professionally and competently. We provide consumers with clear information on index-linked flow tariffs with monthly billing or spot tariffs with quarter-hourly billing, resolving all issues quickly.

Our main priority is to provide energy providers with excellent customer service that helps them impress their consumers and ensure long-term loyalty.

XELEO: the ideal partner for energy providers

Are you looking for an experienced customer service partner? If so, XELEO is the right choice for you. With over 15 years’ experience in the field, we support energy providers throughout the entire customer journey, from traditional communication with consumers and technical clarifications with network operators and suppliers, to precise reporting.

Our extensive experience is evident in both our processes and our figures: we handle around 1,096,000 email, chat and telephone enquiries from customers across our core sectors of energy supply, e-mobility and telecommunications every year. In the energy sector in particular, we efficiently handle a high volume of enquiries regarding tariffs, bills, portals, advance payments, providing solutions and achieving a high first-call resolution rate.

Our teams are familiar with the energy sector’s relevant systems, including SDK-based solutions, customer portals, and backend systems for tariff and consumption management. We are also familiar with the workflows between network operators and suppliers.
We offer support in several languages: German, English, Italian, French, Russian, Bosnian, Croatian, Serbian, Greek and Turkish.

Our clear and transparent reporting enables companies to manage and optimise their customer service based on data at all times.

As an international call center, we prioritise quality assurance above all else. Our agents receive continuous training in technical matters and customer-focused communication. This enables us to offer every energy supplier a specifically tailored solution that precisely meets their individual requirements. We can handle all technical support, from first level to second level.

We would be pleased to discuss your project with you. Please get in touch via our contact form or arrange a meeting directly with one of our team members. We’re looking forward to hearing from you!