Pure Planet update - six months since Covid-19 and we started working from home

  • 16 September 2020
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  • Community Manager
  • 7593 replies

Hi everyone

Today marks six months since Pure Planet started working from home due to Covid-19, and we thought it would be a good time to give another update to our Members about how we’re continuing to support you.

We know it’s been a difficult year for many of us, and lots of people are facing yet more uncertainty over the winter months.

It’s been a tricky time for us, too. Having the team scattered around has taken some getting used to, and we’ve been mindful that not everyone can adapt to working from home full time as well as others. We’re working hard to support each other, as well as our Members.

Since March we’ve introduced a few new services for you guys, including:

In June our meter reading partners, TMA, returned to work. Soon followed by our smart meter partners, Magnum Utilities.

Like everyone else, they’re following social distancing rules and wearing personal protective equipment, too.

Despite all the challenges of 2020 so far, we’re happy to say that we’ve welcomed tens of thousands of new Members to Pure Planet, and we’ve been recruiting more staff at the same time. We’ve got a few vacancies at the moment so please check out the Pure Planet jobs website

Most of the PP team are still, of course, working from home. But we’ve opened the office for those who can travel safely. There’s lots of office restrictions but it’s nice that some of us can go to our Bath HQ occasionally.

We do all miss each other lots, but our ability to work from home has been largely due to Pure Planet’s digital approach to supporting our Members.

24/7 service with WattBot 

Our digital assistant WattBot is always on and is available 24 hours a day through the Pure Planet app. 

At the start of the lockdown, WattBot was taught to help answer Covid-19 related queries.

WattBot and Covid-19 queries


Coronavirus-related queries also directed Members to the Direct Debit “account review” tool built into WattBot. 

This tool allows Members to request a review of their monthly payments based on their meter readings, and offered an option for Members who were struggling with payments due to Covid-19. We also added further capability to WattBot to assist Members who were having trouble making payments as a result of the pandemic.

WattBot furlough queries

We made sure that our Members, especially those most vulnerable, were aware of the support available. On 31 March we sent an email to our Members, making reference to the new features in WattBot. 

One of our data scientists, Nadia, has been crunching some numbers about how we’ve supported Members over the last six months.

  • Between March and September 2020, Covid-19 related queries made up 1.1% of overall Member queries 

Pure Planet Covid-19 queries
  • 31 March saw our highest usage of the new WattBot “account review” feature

  • Over 80% of Members’ chat queries are currently immediately resolved by Wattbot, our digital assistant

  • Of the Members’ chats that were passed on to the team, 85% were responded to within two working days

  • In the last six months about 6,000 new Members joined the Community and there have been 14,000 new posts

  • Thanks for checking out this Covid-19 update. We can’t believe how quickly the last six months have passed. 

Our team’s working hard to get the two- working-day response time above 85%, and of course WattBot is continuing to learn from the questions it’s asked.

That’s it for now. Stay safe everyone! :slight_smile:

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