Engaging Customers with Customized Action Plans
Utilities strive to engage residential customers and increase program participation, often through home assessments. But customers frequently shy away from time-consuming, generic home assessments that only provide broad recommendations, leading to low program participation and customer satisfaction.
Residential Online Assessment is an innovative customer engagement solution that drives the highest and most cost-effective program enrollment in the industry. The Online Assessment offers customers a modern, intuitive and user-friendly experience, including multiple language options, to drive engagement across a broad and customizable array of utility programs. Flexible deployment options allow utilities to engage with both authenticated and unauthenticated customers. Used by more than 25 utilities, the Online Assessment has proven to increase program participation at a low cost, drive customer satisfaction, and boost downstream marketing.
- Mass personalization: Ability to recommend the right program — energy efficiency, demand response, distributed energy resource or other offering — to the right person at the right time.
- Mobile responsive: Complete mobile experience to engage the growing mobile customer segment.
- Completion rate: The easy-to-use tool — which boasts a 93% completion rate — provides a complete profile of almost every person who starts it.
- Converts to action: Customers who complete the online assessment are 3x more likely to take the recommended action compared to a general email campaign.
Residential Online Assessment asked all of the questions that we needed. The presentation was so easy, perfect for our customers.Carla De La Chapa,
An Online Assessment that Actually Works
Self assessments are often left incomplete or completed with low-interest. With EnergySavvy’s Online Assessment, customers quickly learn how much energy efficiency upgrades can save them and see which utility program can help them realize these savings. With a completion rate of 93%, it is the best way for utilities to engage with customers, offer customized savings solutions and turn them into program participants.
Authentication Options to Meet Customer Needs
The Online Assessment has various authentication options to best serve the customer. It can be outside the login wall to get the highest customer traffic, meeting customers where they are to boost customer satisfaction, increase program participation, and provide a deeper digital engagement. It can also be configured for returning customers, pre-populating available data and providing additional analytics to deepen the customer relationship and further boost engagement.
Awareness and Engagement Lead to Action
Education and awareness are critical to any successful program. Customers who understand energy efficiency are more likely to enroll in programs and take action, so we’ve made learning about energy efficiency fun. The Online Assessment achieves a program application rate of over 50%, increasingly making it our utility partners main entry point for many customer programs.
Actionable Customer intelligence
Real-time customer intelligence empowers administrators, marketers and planners to analyze marketing and engagement data. For example, by capturing emails from over 50% of users, marketers can easily segment, personalize and re-engage with the right subset of customers who are more likely to take the recommended action.
Working with trade allies and community partners can be a program’s most effective way to reach customers. The Online Assessment activates this valuable channel by making partner marketing on behalf of the program easier, more transparent and more effective.