Use Case: How XELEO supports e-mobility companies with specialised customer support
Electric mobility continues to grow. More vehicles, more charging points, more digital services – and, as a result, higher expectations from users. Yet this is precisely where a key challenge for the industry lies: e-mobility companies need not only technology that works, but above all a customer service team that can keep pace with this complexity.
After all, from the customer’s perspective, what ultimately matters is not how many systems are working together behind the scenes. Only one question is crucial: does the charging work, or will I get immediate help if something goes wrong? This is why first-class customer service is a crucial factor for success, particularly in the e-mobility sector.
External customer support in the e-mobility sector must meet these requirements
Customer support in the e-mobility sector is closely linked to the actual moment of use. If a charging session fails to start, authentication fails or there are payment issues, users need swift and clear assistance.
For businesses, this means that external customer support must do far more than simply be available. It is crucial to have trained teams who can confidently handle technical and service-related enquiries, manage multiple contact channels professionally and maintain a clear overview even in time-critical situations.
The following points are particularly important in this regard:
- Trained teams with an understanding of charging infrastructure, the app, payment systems and typical user scenarios
- Confident handling of technical and service-related enquiries
- Consistent quality even during periods of high enquiry volume and outside standard service hours
- Structured handover procedures and documentation
- A support model that can be flexibly adapted to project requirements
This is particularly important in the field of e-mobility, as many enquiries arise in the moment and, ideally, should be resolved straight away. What may seem like a simple query can actually involve issues such as the charging process, the app, payment processing or technical faults. This makes it all the more important to have a support model that is not only accessible but also provides expert assistance.
How XELEO supports you in your day-to-day life
This is precisely where XELEO comes in. In the e-mobility sector, XELEO supports around 150,000 charging points with professional first- and second-level support, technical assistance relating to the charging infrastructure, and the structured handling of user enquiries via telephone, email and chat. The scope of work includes, amongst other things, receiving enquiries and fault reports, answering typical user questions about charging processes, payment methods and app operation, as well as providing technical support for unlocking, activation, resets, backend faults and fault analysis. This is complemented by preliminary analysis, comprehensive documentation and ITIL-compliant ticket management.
Depending on requirements, XELEO can take on individual aspects of customer support or entire service areas. These include, amongst others:
- Inbound customer support
- Technical support relating to charging infrastructure
- Email and chat handling
- Support for direct payment, charging cards and apps
- Handling complex user enquiries
- Preliminary analysis and comprehensive documentation
- Ticket management within the client’s CRM system
- Reporting, monitoring and quality assurance
The scope of services also includes 24/7 inbound support, multichannel support, internal second-level support with e-mobility experts, ongoing training and project-specific reporting.
XELEO guarantees a first-contact resolution rate of over 85 per cent. This focus on resolution ensures that users receive exactly the answers they need, right from the first point of contact.
You can find out more about the first-contact resolution rate in our article: Greater customer satisfaction and improved efficiency – achieving success with the FCR rate
Typical e-mobility support cases at XELEO
E-mobility customer support often involves more than just a single query. Behind a seemingly simple issue often lies an entire usage scenario that isn’t working as it should. A charging session won’t start, the app isn’t responding as expected, or there are uncertainties regarding payment.
This is precisely when it becomes clear what really matters in support. Users need quick guidance, clear communication and the assurance that their enquiry is being handled professionally. For businesses, this means that the customer support team behind the charging stations must not only be accessible, but also correctly categorise cases, provide clear guidance and see them through to a successful conclusion.
XELEO supports e-mobility companies in precisely these situations with trained teams, technical expertise and clear processes. The following real-life examples show exactly how this works in practice.
Use Case: Loading issues and technical faults
When users get in touch because a download isn’t starting or has been interrupted, the situation is usually urgent. The person affected expects guidance, reassurance and, above all, the feeling that their concern is being taken seriously.
The XELEO team is prepared to handle such cases in a structured and professional manner. In practical terms, this means:
- The problem is recorded clearly and systematically
- Users are calmly guided through the next steps
- Relevant information is comprehensively documented
- Communication remains professional even in stressful situations
- Initial technical measures are initiated and carried through
In such cases, XELEO takes full responsibility for all technical support, including freeing jammed cables, reporting backend faults, activating the system, resetting the charging infrastructure, as well as fault analysis and troubleshooting.
Use Case: App, pricing and payment
When users have questions about the app, the charging process or payment, these often do not relate to an immediate technical fault, but rather to finding their way around. Many of these enquiries may seem straightforward at first, but are nonetheless important to the person concerned because they directly affect their use of the service.
The XELEO team is equipped to answer such questions clearly and confidently. In practical terms, this means:
- Questions about how to use the app are explained in a clear and accessible way
- Users receive support in understanding the charging process
- Any confusion regarding payment methods is clarified in a way that is easy to understand
- Uncertainties surrounding Direct Payment or charging cards are dealt with carefully
XELEO provides support here with typical user queries regarding charging processes, payment methods and app operation, as well as with enquiries concerning Direct Payment, charging cards and apps.
Use Case: Complex issues with multiple causes
When users get in touch, the initial problem they describe often involves more than just a single issue. A loading error may be linked to a query about the app, uncertainty regarding authentication, or a problem with payment processing. In such cases, it is essential to maintain an overview and structure the case effectively.
The XELEO team is equipped to coordinate complex enquiries professionally. In practical terms, this means:
- Multiple issues within a single enquiry are separated from one another
- The most important points are prioritised correctly
- Users are guided step by step through the case
- All relevant information is fully documented
- The case is handled seamlessly or escalated correctly where necessary
XELEO handles the preliminary analysis, all technical support, the complete documentation of all relevant content, and ticket management within the client’s CRM system in accordance with ITIL-compliant processes.
Use Case: High volumes and support outside standard hours
Charging issues do not only occur during standard service hours, such as on Tuesday mornings, but also at weekends, late in the evening or on public holidays. This is particularly relevant in the field of e-mobility, as many issues arise whilst the vehicle is in use and users need rapid support at that very moment.
The XELEO team is equipped to provide reliable customer support even outside standard service hours. In practical terms, this means:
- Enquiries are reliably handled even outside standard opening hours
- Users receive support via various contact channels
- Telephone support, as well as email and chat, are handled simultaneously
- Service hours can be adapted to the project’s requirements
- Suitable solutions are also available for night-time and weekend operations
XELEO provides support here with 24/7 inbound support, multi-channel support and hybrid solutions featuring AI voice agents to optimise costs during night-time and weekend operations.
XELEO x ChargePoint: How XELEO is taking over customer support for ChargePoint
ChargePoint is a prime example of just how important specialised customer support is in the field of e-mobility. This is precisely the environment where technical complexity, high user expectations and time-sensitive situations all converge. If something goes wrong whilst charging, users need rapid assistance, clear procedures and a team that can handle such issues confidently.
XELEO therefore supports ChargePoint with a specially trained team that ensures high-quality customer support throughout the entire charging journey. The focus is on user enquiries regarding the charging process, tariffs and the app, as well as providing immediate assistance at the charging point.
Among other things, the XELEO team supports ChargePoint by:
- Systematically recording user enquiries relating to the charging process
- Providing clear answers to questions about tariffs and the app
- Providing direct support in the event of problems at the charging point
- Responding quickly and professionally, even in urgent situations
- Handling cases properly and ensuring a high standard of service
- To support a positive user experience throughout the entire charging journey
Particularly important is providing support precisely at the moments when users need it most. Depending on the situation, this may also include immediate assistance such as unlocking, activating or resetting. Clear processes, multilingual support and seamless handover procedures further ensure that enquiries are handled efficiently and managed smoothly.
How XELEO ensures technical expertise and service quality at ChargePoint
As well as providing fast, solution-focused support, consistent service quality is also a key feature of good customer support in the e-mobility sector. This is precisely what XELEO brings to ChargePoint.
The XELEO team handles technical and service-related enquiries in a structured, clear and solution-focused manner. In addition, an in-house second-level support team comprising e-mobility experts ensures that even the most complex cases are handled professionally and thoroughly. This is complemented by ticket checks prior to escalation, ongoing training, regular quality controls and flexible expansions tailored to customer needs. XELEO also works with the be.ENERGISED backend system.
To ensure that quality is not left to chance during day-to-day operations, XELEO monitors it continuously. Quality assurance follows a clear cycle:
- Training and a knowledge base lay the foundations for a smooth start
- During live operations, the quality of service and conversations is continuously monitored
- Results are reviewed and weaknesses identified through evaluation and analysis
- Ongoing feedback and optimisation ensure that insights are directly incorporated into further development.
In addition, XELEO relies on specific measures for ongoing quality control. These include the following:
- Call analyses based on random samples
- Real-time reports and dashboards
- Review meetings
- KPI checks, including process analysis
- Ongoing calibration with the client
It is precisely this combination of technical expertise, clear processes and continuous quality improvement that ensures ChargePoint can rely on XELEO to provide customer support that works reliably in day-to-day operations.
XELEO: a first-class partner for customer support in e-mobility
In e-mobility, the quality of service often becomes apparent precisely when things do not go to plan. When a charging session is interrupted, an activation fails, or there are uncertainties regarding the app or the payment system, customer support is needed that responds quickly, communicates clearly and acts with technical confidence.
This is precisely where XELEO steps in, drawing on many years of experience. We ensure that support cases are handled professionally, that users receive reliable assistance, and that internal processes are noticeably relieved of the burden. In the e-mobility sector, we handle around 300,000 contacts per year, with an average call duration of three minutes. This demonstrates that we not only understand the requirements of this sector, but also deliver on them efficiently and to a high standard.
Our partnership with ChargePoint also illustrates exactly what customer support in e-mobility looks like in practice. It is closely aligned with real-world usage scenarios, technically sound and focused on delivering a positive user experience.
If you’re now looking to outsource your customer support to an experienced partner, we’re the right people to talk to. Please feel free to contact us via our contact form or directly on +43 2742/28520.
