One of the largest customer experience shifts of this decade will involve the transition from refueling vehicles at gas stations to EV charging stations. 12.9M publicly accessible chargers are forecast globally by 2030, up from 1.3M units in 2020. This shift will transform “pay at the pump”, as consumers switch from a transactional refueling experience to a relationship with a Charge Point Operator (CPO).
CPOs are faced with combining OCPP-based charging infrastructure and the customer charging experience (apps, charging performance, billing, and customer service). Providers who emerge as winners in this hyper-competitive environment will serve customers with availability, reliability, and a personalized experience.
This desire to differentiate, both on the hardware and infrastructure side, and on the customer experience and engagement side, calls for the integration of various existing and emerging technologies. Unified platforms like the Twilio platform are here to help.
Get reliable cellular coverage for your chargers
Benefit from maximum global uptime of your OCPP-compliant charging stations with a single IoT SIM that gives access to ~400 cellular networks around the world, a single-pane-of-glass administrative experience, and a single bill – with Twilio Super SIM.
Get managed connectivity and security for life
Perform failsafe firmware updates over the air whenever you want, remotely debug a faulty charger, and benefit from managed connectivity and security for the life of your chargepoints – with Twilio Microvisor.
Create a single source of truth for your customer AND charger data
Collect and combine data from your websites, mobile apps, digital ads, customer service, email, … AND your chargers, to form a complete picture of your customer, for highly targeted and compliant communications and marketing – with Twilio Segment.
Market to your customers with reliable email delivery
Reach every customer’s inbox with engaging, pixel-perfect emails, for promotional blasts, welcome emails, or onboarding communications – with Twilio Marketing Campaigns, powered by Twilio Sendgrid.
Fight online fraud and secure your customer accounts
Prevent bad actors from making fraudulent accounts or pirating your customer accounts, and build lifelong customer relationships securely – with Twilio Account Security.
Deploy a flexible cloud contact center and helpdesk
Build your own cloud-based, omni-channel contact center and helpdesk solution, tailored to your specific business needs, and lower handle times with highly personalized interactions and integration to multiple backend applications – with Twilio Flex.
Have customers report an outage or ask for help directly from your chargers
Embed 2-way call buttons directly into your charging station and connect them directly to your helpdesk – with Twilio Programmable Voice and Twilio Flex.
Send automatic account notifications on any channel
Trigger SMS, push, and voice notifications from your account databases, for activations, password resets, low balance alerts, and more. Handle customer responses using 2-way SMS or IVR – with Twilio Programmable Messaging and Twilio Programmable Voice.
Faster time to market
Reduced operational cost
Increased revenue
Improved customer experience
Reduced customer turnover
Mitigated business risk
Interested to hear more?
Sign up now for a 30-minute exploratory call:
