By: John Brandt, Director of Global Business Development | June 28, 2023 | Reading time: 5 minutes
The electric vehicle (EV) market surged in the past decade, with over three million EVs on the roads and an estimated doubling of that number by 2025. This rapid growth brings a variety of new customer experiences for both consumers and brands to explore. To make sure your EV customers are taken care of, it’s essential to find customer service solutions as innovative as the technology they drive.
Understanding EV market growth
The rapid expansion of EVs over 10 years has been enabled by a combination of factors, including the availability of charging infrastructure, advances in battery technology, and supportive policies from cities around the world.
The need for reliable charging infrastructure is essential to continuing growth in EV sales. Without an efficient network of charge stations, consumers face difficulty when trying to access power for their vehicles. Fortunately, many countries are now investing heavily in this area, which is resulting in more widespread access to charging stations than ever before.
Battery technology is also constantly evolving, resulting in efficient and longer-lasting vehicles. This improvement has enabled electric vehicles to become more affordable and accessible to a wider range of people than ever before. Furthermore, advancements such as fast-charging capabilities mean that drivers can get back on the road quickly after plugging into a station—something that wasn’t possible just a few years ago.
In addition to these technological developments, many cities have implemented policies and regulations that encourage the adoption of electric vehicles. These initiatives often involve incentives such as tax credits or discounts on parking fees for EV owners—further driving down costs and creating greater incentives for consumers to switch away from fossil fuel-based transportation methods.
As a result of these enabling factors combined with consumer demand, there are currently over three million electric vehicles on the road today, with projections for this number to double by 2025. With this growth comes the need for innovative solutions to create seamless EV customer support.
The customer experience varies greatly by brand
With the increasing number of EV models available, there’s a need for consumers to be able to easily navigate the various makes and types of EVs. The customer journey with EVs is often full of unexpected challenges, third-party handoffs, points of friction, and potential points of failure.
Consumers cite ignorance about charging as a barrier to purchase, making it even more important that they receive clear guidance on this from their EV provider. Providing a great customer experience during the purchase process and beyond is essential in order for any EV provider to have a competitive advantage over the competition.
Brands need to offer experienced teams to help customers navigate everything from finding the right charging station to setting up service appointments with certified technicians. All this helps ensure that customers have the information they need in order to get the most out of their EVs while also providing them with peace of mind knowing that they’re covered if something goes wrong.
In addition to offering services directly related to charging and maintaining EVs, brands should also provide access to helpful resources such as tutorials on how to best use your vehicle or tips on how you can save money through smarter driving habits.
Consumers and brands are learning to anticipate and navigate both known and unknown issues
As the electric vehicle market continues to expand, consumers and brands are learning to anticipate and respond to potential difficulties. It’s important for EV owners to be aware of the different types of charging stations available, especially if they intend on traveling with a trailer or boat attached.
Moreover, customers should be educated about how far their EVs can travel before needing another charge, as battery limitations can be an issue. This is particularly true when driving in extreme weather conditions—hot or cold temperatures can have a detrimental effect on battery life.
The user experience is evolving and much more complicated
The user experience is becoming increasingly complex and more digitized. EV owners no longer just want access to charging stations; they expect convenience, ease of use, and speedy charge times.
To stay ahead in this ever-evolving landscape, original equipment manufacturers (OEM), dealers, and other stakeholders must quickly adapt their service offerings to meet these demands.
Innovative EV vehicles are now incorporating a variety of digital tools such as telematics, on-board AI, smart assist apps, driver-enhanced visual displays, and other integrated systems into their designs. These tools help improve the customer experience by providing easier access to charging station locations while also offering payment options that are fast and secure. In addition, customers can benefit from real-time tracking of their vehicles’ battery levels as well as notifications when charging is complete or maintenance is required.
EV owners want OEMs and dealers to guide them through their journey
As the electric vehicle market continues to expand, EV owners are increasingly looking to OEMs and dealers for guidance. With an increasing array of options, customers need help navigating their choices. They expect the people who build and sell their vehicles to provide them with accurate information about the different types of charging stations, battery limitations, and more.
OEMs and dealers must be prepared by having knowledgeable sales and support staff on hand who can answer questions and guide customers through their journey. They also need to be up-to-date on the latest technology so they can properly advise customers on what is available to them.
When drivers encounter difficulties or have a question, they should be able to contact a sales associate, customer support team, or related partners for immediate assistance without any hassle or delay. Companies need to make sure that internal changes are in place in order for them to handle this influx of inquiries quickly and efficiently. This may include investing in additional personnel or training existing staff on how best to respond when a customer needs assistance with their EV experience.
Customers have high expectations when it comes to their electric vehicle experience, and OEMs and Dealers need to be prepared for this shift in demand if they want to remain competitive in the industry. By providing reliable information resources as well as accessible support networks along the way, companies can create a seamless transition into this ever-changing world of EVs and ensure that customers have all the necessary tools in order for them make informed decisions about their EV journey.
Different customer service issues require different support services
As the electric vehicle market continues to grow, so too does the need for customer service solutions that can meet their specific needs. Customer support should provide a range of services that are both proactive and tailored to individual customers, allowing them to get the most out of their EV experience.
Support representatives should have customer information at their fingertips, including vehicle details, driver demographics, actionable insights, technology trends, and home-charging integration; as well as real-time tracking for battery levels and notifications when maintenance is required.
EV owners want to feel confident knowing potential issues are addressed promptly with guidance from experts in the field. This ensures they have a hassle-free experience when it comes to the installation, use, and repair of their electric vehicles.
Enabling a seamless EV customer experience
As the electric vehicle market continues to expand, companies must find ways to keep up with this ever-changing landscape. Percepta is here to help by providing actionable insights and services that’ll enable a hassle-free EV customer experience. Through utilizing valuable customer data insights and offering an omnichannel support system, businesses can use Percepta’s platform to predict trends and make smart decisions.
With Percepta’s help, customers have access to user-friendly resources such as tutorials and tips on getting the most out of their EVs. They also have access to charging stations, payment options, battery-level tracking, and notifications when charging or maintenance is required – giving users all the necessary tools for informed decision making. Moreover, brand ambassadors are trained in every aspect of the customer journey in order to detect any potential issues before they lead to dissatisfaction.
Percepta is committed not only towards creating a seamless EV customer experience but also towards setting high standards and cultivating positive relationships with clients through improving user experiences across the board. Our innovative solutions allow companies in the electric vehicle industry to stay ahead while granting customers convenience and choice when it comes time for installation or maintenance services for their EVs. By leveraging these strategies, our clients can ensure that they remain competitive in this rapidly growing market while simultaneously providing a great experience for customers navigating this new landscape.
