It goes without saying that clear, friendly, and helpful communication is paramount to a positive customer service experience - but customers want more. In this digital age, ever-evolving technology and data insights give companies the power to personalize messaging for customers’ needs, and customers expect no different from a contact center. But when you respond to over 350,000 inquiries a year like EFI’s contact center experts do, how do you find the time to tailor each interaction? You use technology, data, and a conversational knowledgebase to efficiently provide customers exactly what they want and need - fast.
Messaging and live chat are currently the fastest-growing customer engagement channels. At EFI, live chatting goes a step beyond typical customer support by utilizing adaptive chatbots. Applying information from aggregated customer data and detailed insights from across all communication channels, EFI has developed a friendly, interactive, conversational knowledgebase for customers. Using this tool, EFI is able to supply answers to a wide range of inquiries on demand, effectively meeting customer needs while saving time for contact center experts.
Customer satisfaction and feedback is easily obtained through this method of communication. The conversational knowledgebase is designed to give customers an interactive environment so they feel like they are conversing with a friendly contact center representative.
Christopher Palaima, Director of Customer Experience at EFI, states, “Studies show that customers are extremely honest with bots, and the data obtained from these conversations is able to shape our constantly evolving customer experience. Using artificial intelligence is an effortless way to engage with customers and give them the personalized experience they are after.”
We are very excited to be able to combine the convenience of online shopping with the importance of energy and water efficiency. Customers can have a personalized shopping experience and know they are purchasing high-end products that will help them save energy and water.Steve Z. General Manager
We had just moved to our new home and really needed to shore up the heating system, figure out how we could afford new windows (they were original), and find out why our heat never stayed in the house. We worked with MassSave and EFI to assess our home, qualify for, and fulfill a heat loan. We were up and running with a new heating system, with a zero interest heat loan in about a week! This couldn't have been easier, and, to be honest, more needed. Thank you EFI and MassSave!Ryan D, Mass Save Marketplace Customer
We’re excited to partner with EFI! Using our existing programs, customers have saved millions of dollars in energy costs over the years. The PPL Marketplace certainly will add to those savings.Mary Ann M. Manager of PPL’s residential EE programs
We worked with EFI to create a product marketplace to offer our customer base an easy to use shopping portal. Our goal this year was to move 500K bulbs across all of our jurisdictions, and the EFI's marketplace and marketing expertise ensured that that number was hit by Q3. These guys know what they are doing, its just that simple.Ron S. Manager – Planning and Evaluation
I am always very happy with your service. I am proud that you want to help us save energy - I bought a ton of light bulbs. Thank you for being one of the few services I use that I can feel good about!Tracey Kitchens - Marketplace Customer
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