Data over instinct: myenergi’s 50% faster customer support with Zendesk and Premium Plus

Pioneering the transition to renewable energy

myenergi joined the renewable energy revolution roughly 10 years ago. Since then, the company has developed the world’s first solar and wind compatible electric car charger (the eco-smart zappi EV charger) and a wide range of innovative products that allow customers to harness surplus power from solar panels and wind turbines, transforming ordinary homes into efficient, self-sustaining energy hubs.

Operating from their headquarters in Stallingbrough, Lincolnshire, myenergi supports customers across the globe with teams in the Netherlands, Germany, Northern Ireland, or Australia. Their support operation handles inquiries in English, Dutch, French, German, and increasingly Nordic languages – a reflection of the brand’s fast international growth.

The team manages a mix of channels: an extensive Help Centre, phone support, and live chat. For Kieran Maclachlan, AI Operations and Customer Experience Leader, the mission is clear: design a support operation that matches the sophistication of their products while remaining accessible to every customer, regardless of technical expertise.

“Our products are technical and cutting edge for our field, so it’s not as straightforward as, let’s say, a refund on a damaged clothing item or canceling a hotel booking. This has meant our customers are extremely varied in knowledge of the product, so being able to identify who is who early on is imperative”, Kieran explains.

Hardware is a big part of the business, for sure, but not all of it: myenergi is also focused on enabling a fundamental shift in how people interact with energy, regardless of their knowledge of the product. Getting the wrong level of support to the wrong customer could mean frustrated experts waiting through basic explanations, or overwhelmed beginners receiving technical jargon they can’t understand. That’s why identifying “who is who” early in every interaction became myenergi’s defining challenge – and ultimately, their competitive advantage.

Building a platform for data-driven support

When myenergi evaluated new platforms, flexibility was the primary requirement. Zendesk’s ability to create custom fields, dynamic content, and fully customisable workflows immediately stood out.

“Having that ability through Zendesk was a massive win for us straight away”, Kieran explains. “It was one of the many boxes that got ticked very quickly when we were looking for a new solution.”

But having powerful tools is only valuable if you know how to use them effectively. This is where Premium Plus, Zendesk’s implementation partner, became instrumental. “From early days dealing with Premium Plus, their ability to decipher my requests as I learnt Zendesk alongside their own training was amazing”, Kieran states. “Once I got the hang of what does what, I knew I had made the right choice bringing Premium Plus deeper into myenergi and how we work.”

Premium Plus supported myenergi’s transformation from what Kieran describes as “an out-of-the-box solution” to “the frankly bespoke version of Zendesk we use today”. The partnership touched every aspect of the platform:

A) Zendesk Support became the central hub, but not in its default configuration. Premium Plus worked with myenergi to build custom fields that captured exactly what agents needed to know. These fields then fed into sophisticated routing logic that ensured every ticket reached the right agent on the first attempt.

B) Zendesk Guide allowed the complete transformation of the previous Help Centre – which, as Kieran diplomatically puts it, “looked like a website from 2009”. Premium Plus redesigned the entire experience to match myenergi’s main website while adding functionality specifically tailored to support needs.

The customer response was immediate and enthusiastic. “Almost from day one, people were tweeting us, sending Instagram and Facebook messages, LinkedIn messages from businesses as well, saying this was such a massive improvement”, Kieran recalls. Customers praised not only the visual redesign but the ability to find information they “never knew was on there” but had been available all along.

The new Help Centre became an entry point where customers could effectively triage themselves. Through carefully designed ticket forms and dynamic content, customers could indicate their technical level, select their specific product and issue type, and provide relevant context before ever reaching an agent. This self-triage system meant that by the time a ticket arrived in an agent’s queue, it contained all the information needed for rapid, accurate resolution.

C) Zendesk Explore then allowed myenergi to build custom dashboards that provided full visibility into customer patterns, team performance and operational efficiency. “The dashboards provide the business and our board guidance on what drives our demand from customers, installers, and our partners. But even more”, Kieran adds, “it provides visibility into what the agents are doing. The dashboards have given us the tools to not just see more about customers but also more about our own team and their performance.”

This visibility became particularly valuable during product launches. When myenergi recently released a new charger (their first screenless, app-based device), Explore allowed them to analyse incoming support contacts within hours of the product hitting the market.

“We understood, for example, that this cohort of customers were having issues with this area in the app. Then we could get that information over to our engineering department with real-world data”, Kieran recalls. The result? Engineering fixes within hours instead of weeks, and product development genuinely guided by support insights.

Bringing intelligence to every interaction with Copilot

With foundational systems in place, myenergi turned to intelligent automation to further scale their customer experience. The team adopted Zendesk Copilot to streamline how agents handled technical explanations, repeat configuration issues, and structured troubleshooting responses. The goals were specific: “speed, consistency, and reduced cognitive load on agents”. “We wanted them focused on solving problems, not rewriting the same explanations repeatedly”, Kieran explains.

The implementation centred on defining good content and appropriate guardrails. Agents now use Copilot primarily for two functions: summarising long ticket histories and drafting initial responses. For multi-message technical cases, Copilot can condense pages of back-and-forth into a concise summary, removing several minutes of manual review per ticket.

This becomes crucial when escalating issues to engineering teams. “If the ticket gets escalated to our engineering team, they get an idea straight away what the issue is rather than reading back and forth emails”, Kieran notes.

For response drafting, Copilot excels at technical explanations and structured troubleshooting steps. More importantly, the system supports agent decision-making rather than replacing it. “It saves time without removing agent ownership”, Kieran emphasises.

In fact, agent adoption of Copilot followed a predictable arc. Initial resistance centered on one fear: “Is this going to replace me?” Kieran’s response was clear: “Absolutely not. This is here to support you, to make you more efficient, to upskill you”, he said to the team.

For myenergi, the human element in technical support remains non-negotiable. While Copilot drafts responses and summarises contexts, agents review, personalise, and approve everything that reaches customers.

So, the team remains “deliberately cautious” about full automation through auto-assist features, despite Copilot’s capabilities. “Our products are technical and we want full confidence in automation before scaling it further. It’s important to say: we’re not against it, just not there yet”, Kieran states.

Omnichannel around the globe, QA tools, and more to come

In 2026, myenergi plans to implement true omnichannel support across all their global subsidiaries. The Australian team will provide coverage for UK customers during off-hours, while European teams can support Australian customers during their overnight periods.

This follow-the-sun model will also prove to be beneficial for agents, not just customers. “It’s better for our agents as well, because they can actually deal with other markets and see how other people work”, Kieran notes. Basically, there are no downsides: workload can be balanced globally during incident surges or product launches, and customers receive human support regardless of when they need it.

Quality Assurance (QA) tooling is also a 2026 priority, driven by the need to catch issues faster and support agents more proactively. Historically, form-filling errors or process deviations might not be discovered until months later, but with QA automation, issues like these can be flagged within days.

“What we want to do with QA is be able to flag issues quicker internally, so we can have conversations with the team to understand what’s happening. Is it something external? Is it something internal? How can we support the actual agent better, not just the customer?”, Kieran clarifies.

Deeper system integrations continue to expand Zendesk’s role in myenergi’s operations. The recent integration with Jira has eliminated the need for agents to physically walk to another building to alert engineers about critical issues. Now, tickets flow directly into engineering workflows with full context intact.

Future integration plans include two-way communication with Jira, so engineering updates automatically flow back into Zendesk tickets, keeping agents informed of progress. Additional integrations include review platforms beyond Trustpilot – like Google reviews – to provide even more complete visibility into customer sentiment across all touchpoints.

And as AI continues to evolve, myenergi sees opportunities for deeper automation, but with the same balanced approach that has characterised their Copilot adoption. “More self-service, more automation, fewer avoidable contacts. Human support will focus on complex, high-value issues”, Kieran envisions.