First-level support inside the platform

When nothing happens at the charger

A charge point is available, the vehicle is plugged in, and still nothing happens. The charging card isn't recognised, the app shows an error, or after charging the invoice doesn't add up.

For drivers that is a problem that needs solving quickly. Utilities, energy providers, and operators of charging infrastructure face a support request at the same time. For us, this is where customer service quality is decided: taking requests in and passing them on is not enough. Good support checks, works the case, and ideally resolves it at first contact.

When a charging issue becomes a support request

Charge point, backend, app, authentication, payment processing, and user account all have to work together. The requests reflect that range:

• Charging session won't start
• Charging card or app not recognised
• Session ended unexpectedly
• Charging or payment data unclear
• Invoice needs checking
• Refund requested
• Questions about a specific charging session

For customers only one thing matters: they don't want to know which department is responsible. They want a clear answer and a quick solution.

More than a reception desk

Classic first-level support takes requests in, documents them, and forwards them to the next tier when needed. For complex technical questions that makes sense. Many requests don't need that detour.

If the support team can work directly in our platform, it checks information itself and handles suitable cases straight away.

That is faster and clearer for customers. For us that means a trained team and clearly defined access rights. Domain knowledge, process know-how, and system access together turn forwarding into real handling: tracing charging sessions, viewing customer data, clarifying cases based on the information already there.

Financial requests show the difference most clearly. When the information is available and the processes are defined, refunds can be closed on the first tier. No extra ticket, no second contact from the customer.

Support as part of the platform offering

A charging platform alone isn't enough. What also matters is what happens when something doesn't work as expected. For us the offering doesn't end when a session is technically possible. It covers registration, authentication, billing, and help when something goes wrong.

That is why we connect first-level support with the technical platform and the people who use it. Requests are handled as directly as possible, customers don't have to navigate internal responsibilities, and specialist teams stay free for complex cases. Suitable cases are resolved already on the first tier.

Automated systems supply information and support workflows. When a concrete problem appears, someone still needs to understand the individual case and take the next steps.

Why we work with 11880

We measure first-level support quality with a simple question: how much of a request can already be resolved on the first tier? The more standardised cases are handled directly, the fewer handoffs are needed.

For us as a white-label provider that is especially relevant. Behind every charge point are users, operators, and processes that have to work together reliably. That is why we work with 11880 Solutions AG. As a specialised service partner, the team works directly in our system and takes on defined requests from first contact through to final handling.

From our point of view, good customer service does not pass a problem on as quickly as possible. It solves it.