Charging support is not generic SaaS chat. The driver is often roadside, low on battery, with a cable stuck or a bill they do not understand. Response quality is measured in minutes to a working alternative — not in ticket CSAT alone.
This is how we think about support at easyplug: context first, unblock first, then explain the bill.
Context over “how can I help?”
A good eMSP support flow already knows:
- Last or active session ID
- EVSE / location identifiers
- Error class (auth, offline, stop failed, billing)
- What the driver already tried
Opening chat without that forces people to type station numbers off a dark pole. The agent and app should attach context automatically when support opens.
Fix hierarchy
- Unblock now — remote stop, unlock, alternate charger
- Explain the bill — idle fees, roaming, partial sessions
- Compensate if we failed — clear refund policy when the failure is on us
- Feed ops — ticket to the CPO with OCPP / OCPI IDs
Skipping to refunds without unblocking leaves the driver stranded. Skipping to “contact the CPO” without IDs wastes everyone’s time.
Agent as first line
Many issues do not need a human:
- Session will not start → check online status → suggest next free bay → start there
- Price confusion → show tariff breakdown for that EVSE
- Power looks low → explain taper / shared power with live kW
Humans step in for locks, disputes, safety, and anything the automation cannot confirm.
For the 2am fault
If the unit is dead, the best answer is a working alternative in about a minute — not a twenty-minute investigation on the broken one. We design support around getting the driver moving, then cleaning up the incident for the CPO.
What’s next
Practical checklists: Charger won’t start , Stuck cable . Product principles: Building a reliable eMSP driver app .