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May 24, 2021 17 min

In this third episode in my mini-series about improving the online and multi-channel customer service experience, you'll hear how Wellington Electricity's online app achieves the goal of moving customers from phone to online service.

What are the factors that persuade customers to use online channels for service delivery, and why does a failure of customer trust have long-lasting behavioural implications?

What is it about human psychology that you need to take into account when designing online customer services?

What are the business case criteria you need to consider in designing for online channel delivery?

You'll take away three key lessons about a successful online customer service experience that you can apply to your own organisation's digital channel delivery.


  • Find out more about Wellington Electricity and what they do.
  • Read who else features in Welp Magazine's list of the 20 best customer service podcasts of 2021.
  • Watch a performance of The Bangles, Manic Monday
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