Since 24th November 2024, all public EV chargers are required to advertise a free-to-use 24/7 driver helpline, introduced as part of the Public Charge Point Regulations 2023. As a result, EV drivers utilising public charging stations can contact a specialist team to assist them in starting and initiating charging sessions.
However, it’s not just public charge point operators (CPOs) that reap the benefits of Driver Support. Private, workplace and fleet charging providers can also supply their commercial drivers with a helpline to call whenever they are struggling to charge.
What is 24/7 EV Driver Support?
24/7 Driver Support is a help service for EV drivers who need support in starting and completing their charging session. It’s a service designed to support CPOs in managing driver queries and issues, resolving them to help drivers get back on with their journey.
The service is available 24 hours a day, 7 days a week, 365 days a year, meaning that drivers can get in touch whenever they need support. Whether it’s drivers using the public network or HGV drivers charging en route, the service can be used by any EV driver.
Who is Driver Support for?
Driver Support is typically aimed at assisting EV drivers with charging issues on the road. Whilst the end service is catered to road users, the solution is built for all CPOs to ensure their drivers have the best support possible.
EV drivers who are stuck should be able to call or message a Driver Support service explaining the nature of their issue or query, with a response and resolution returned to the driver. Although the communication stops there for most drivers, the conversation is continued with the CPO. Driver Support solutions, like Fuuse’s, can report on driver behaviour, sentiment and recurring themes experienced by drivers. This enables CPOs to review and address any action, helping drivers to better self-serve their charging experience or to improve the level of service to drivers.
Do CPOs Need Driver Support?
For public CPOs, there’s a legal requirement in the UK to offer a free-to-use Driver Support helpline to drivers. However, simply treating Driver Support as a tick-box exercise could cause the same driver issues to continue without proper resolution.
Driver Support services should be treated as a tool to improve charging operations, using key insights gathered from calls and conversations. Where recurring themes appear, operators can put strategies in place to mitigate and potentially eradicate these altogether.
Whilst private CPOs aren’t held to the same regulations as the public network, there are huge benefits to employing a Driver Support service, particularly for larger private and operational networks. Often, issues or queries are piled onto facilities managers or supply chain managers who may not have the time, resource or experience to answer calls.
Outsourcing to a Driver Support solution ensures drivers get the right level of assistance from EV experts, allowing delegated employees to get on with the business-critical tasks that require their focus. Where private networks might see high levels of traffic, such as commercial fleet charging sites or workplaces, there’s always a team on hand to aid them in starting or completing a charging session.
Why is Driver Support Important?
Driver Support enables CPOs to touch base with their network users on a more personal level. Although calls are handled by experienced experts, drivers provide a lot of critical information within their conversations that can be analysed. CPOs can take this data to make improvements to their network.
How does 24/7 EV Driver Support Work?
For CPOs, Driver Support is designed as a service that enables them to focus on other operational activities whilst a team of agents handles incoming calls and messages from drivers.
1. CPO Purchases Driver Support
Any CPO may purchase Driver Support, meaning all calls and messages about their chargers will be routed to the outsourced Driver Support service.
2. Calls and Messages are Received
As drivers start utilising the network, they will start to direct their calls and messages to the Driver Support service. These can be anything from stuck charging cables to queries from first-time chargers on how to initiate a session.
3. Calls are Triaged
Depending on the level of urgency, calls are triaged by the Driver Support team to find an appropriate resolution. This might look like education on how to release a trapped cable or a remote fix where a charger isn’t responding. All call handlers are also trained to work with the most vulnerable road users, supporting them with their issues and reassuring them along the way.
4. Call is Resolved or Submitted for Further Investigation
Most calls can be easily resolved by call handlers and, once they are confident the driver is happy with the end result, they will advise drivers to hang up or end the conversation. However, there are times when calls may need further investigation, such as reported vandalism of chargers. In these instances, calls are taken offline until a resolution can be found, which could be notifying the CPO of a reported issue.
What are the Benefits of Driver Support?
Driver Support can help maximise charger uptime and reliability, all whilst providing a positive charging experience. Here are some of the benefits CPOs can expect to reap:
Customer satisfaction
Offering 24/7 support ensures customers always have somewhere to turn when they need help with their charging. A service that drivers can call enables them to seek a quick resolution whenever an issue arises, driving satisfaction.
Guaranteed peace of mind
Driver Support solutions take away the hassle from a CPO’s day, letting them focus on the important tasks whilst customers get back on the road.
Encourage more footfall
When customers enjoy a positive charging experience, they’re more likely to return and repeat business when they need to charge.
Maximise charger uptime
Remote issue resolution can help improve charger uptime, whilst flagging any issues that may require maintenance or repairs.
Remain compliant
A 24/7, free-to-use driver helpline is a requirement as part of the Public Charge Point Regulations 2023, and our solutions help public CPOs adhere to these regulations.
Reputation protection
Positive and consistent charging experiences will have a positive impact on the business and its reputation in the local area.
Need a 24/7 Driver Support Solution?
At Fuuse, we offer a UK-based Driver Support solution that’s available for your drivers 24/7. Whether it’s during the busy school holidays or the middle of the night, our team are on hand to support your EV drivers when they most need it.
To find out more about our solution, enquire here.
