InstaVolt shines spotlight on its people-first approach this 2025 customer service week

This Customer Service Week, we are promoting the importance of a people-first approach in an era of AI.

As the UK’s leading ultra-rapid charging network, InstaVolt, is embracing technology where it enhances the customer experience – but prioritising a personal, human-first approach when it matters most.

Customer Service Week, held annually during the first week of October, is an international celebration of the people and teams who deliver outstanding service and support.

InstaVolt prides itself on reliability, with a team working 24/7 to ensure help is always at hand to keep its customers moving. With more than 99% charger uptime and thousands of active users every day, InstaVolt’s reputation as the UK’s most reliable ultra-rapid charging network is powered by people, not just infrastructure.

Whether it’s answering driver queries, responding to technical issues or simply offering reassurance, InstaVolt’s customer service team, headed up by Customer Service and Experience Manager Sammy Pearce, plays a vital role in delivering the seamless experience our network is known for.

When he joined InstaVolt in 2022, Sammy’s priority was to develop a call guide rather than a script. This allows a more conversational approach to problem solving, that aims to gather necessary information while also reassuring customers and getting them back on the road as quickly as possible.

“Our team genuinely care about every driver who plugs in with us.” Sammy said. “That’s why we’re constantly looking at data and using real time analysis, as well as people-focused solutions, that help solve problems at the roadside and be as easy to deal with as possible.”

Sammy, whose degree in Psychology comes in handy when it comes to understanding how different customers prefer to be supported, says he can adapt his approach based on how each customer responds and interacts and that is something that technology just can’t do.

“We’ve all been frustrated by automated answer phone or machine-recorded messages” Sammy added, “and while there’s still a place for technology and AI to enhance and improve customer services, at InstaVolt we prioritise the human approach to our customer services, because we know that is what our customers want.

“This week is a great chance for more businesses to consider how their customer service approach could be more tailored towards putting people first.”

InstaVolt’s simple payment system, transparent pricing and award-winning reliability have helped it become the first choice for public ultra-rapid charging. But it’s the people behind the scenes – answering phones, monitoring performance, ensuring the chargers are always functioning and putting drivers first – who truly keep the wheels turning.

This week, InstaVolt recognises the contributions of every team member who supports customers on the move – from the first phone call to the final mile.