EFI, an Industry leader in utility-branded marketplaces and omnichannel instant rebate technology, partners with utilities nationwide to offer energy-efficient products to eligible participating customers. With the online marketplace solution, EFI includes white-glove customer support with a suite of solutions including a dedicated call center, email assistance, and live chat.
EFI saw phone calls to their US-based call center drop by 64% as a direct result of technology enhancements and customer engagement tools on their online marketplace(s). "In 2019, website redesign and user experience improvements were the spark to innovative engagement tactics," Jonathan Coons, Director of Marketing at EFI, stated. He went on to explain how the new structure included a live chat integration, which supported the majority of customers needing immediate assistance online and increased EFI's overall Net Promoter Score (NPS) to 82.
"We've been able to see an incredible shift in the online marketplace based on our enhanced customer engagement techniques, digital content, and integrated marketing. From buyers' guides to A+ content to improved program implementation – it's been a huge improved solution for EFI and our utility clients," said Jonathan. "Although the phone calls have decreased significantly, we know there's always a demographic that appreciates and may require voice assistance. We aren't planning on eliminating this service - we are simply improving it."
EFI hopes to see NPS scores increase for both EFI and their clients while phone calls continue to decrease as they implement additional strategies in 2020.
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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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