Before you found Raffle, what was the situation?
At Energia, we were relying on traditional tools and manual processes to guide customers to the right information. It worked to a point, but it was not scalable, and customers sometimes struggled to find what they needed quickly.
What was the main problem?
When customers could not find the information they were looking for, they picked up the phone or sent an email. That put pressure on our customer care team and pulled them away from higher-value work. We wanted customers to be able to help themselves, and we needed a setup that actually made that possible.
What made you decide to try Raffle?
We had reached the point where we knew we needed to raise the bar on the website experience. Customers should be able to find accurate answers fast, without friction. We needed something smarter and more intuitive than what we had. Raffle stood out immediately as a platform that could deliver that, and elevate the experience at the same time.
What changed after you started using Raffle?
Customers now find answers far more efficiently. Our team spends significantly less time on repetitive questions, which frees them up for work that actually requires human input. The whole experience feels smoother, and we have built a genuinely self-serving digital journey that works for our customers.
Who would you recommend Raffle to?
Any organisation dealing with a high volume of customer inquiries or complex information structures should take a serious look at Raffle. And with Raffle Insights, you get clear, actionable data that is easy to work with, so you can make decisions that are genuinely data-driven and keep improving your self-service experience over time.
