Por qué el servicio de atención al cliente de las asociaciones de la vivienda debe ser integral

Dado que atienden a un grupo demográfico muy amplio, los servicios de atención al cliente de las asociaciones de la vivienda deben satisfacer necesidades diversas, incluido el apoyo a algunos de los grupos más vulnerables de la sociedad. También tienen que cumplir las medidas de satisfacción de los inquilinos establecidas por el regulador. Esto requiere que las asociaciones de la vivienda sean más abiertas y se comprometan más con sus inquilinos y sus necesidades.

Satisfacer las distintas necesidades de las asociaciones de la vivienda

Above all, housing associations need to adopt a people-centric approach when it comes to customer service. While every tenant is different, with their own individual needs, they all want their time to be valued by their service provider. Everyone wants their expectations met and their complaints listened to and acted on. Some residents may have conversation or language challenges. Others may have specific learning difficulties requiring more help in managing their lives. Some need additional support due to mental or physical disabilities or because of frailties such as mobility issues or hearing difficulties. And there will be tenants who are not confident with technology, preferring face-to-face or telephone interactions. Housing associations have a duty of care to provide the same level of service to everyone. And today’s tenants expect the same quality of service they experience when dealing with leading brands.

Cómo ayuda la tecnología a generar más confianza

La tecnología de atención al cliente puede apoyar este enfoque centrado en las personas de múltiples maneras:

Ayudar a los agentes a mostrar empatía y comprender las necesidades de los inquilinos

La experiencia del agente es esencial para el servicio al cliente de las asociaciones de la vivienda. Los agentes deben ser capaces de mostrar empatía and understanding, especially when dealing with vulnerable customers. In this, training is key, but so is technology. Access to a comprehensive knowledge system can help agents find answers quickly, empowering them to resolve difficult customer issues, consistently. An AI-enabled knowledge service means even more time saving while promoting accuracy and accelerating agent onboarding. Unified Communications tools such as Microsoft Teams allow agents to easily collaborate and receive real-time advice and support from colleagues even when remote. Self-service technologies such as AI chatbots help by allowing customers to resolve simpler queries themselves, 24/7/365. This permits agents to dedicate more time to tenants who need added empathy and personal interaction.

Interacciones fluidas con los inquilinos a través de canales digitales y autoservicio

Muchos residentes de hoy querrán interactuar digitalmente to save time and make their lives easier. Housing associations must therefore have the right digital channels in place. These might include their own mobile app to cater to tenants’ all-round needs, or self-service chatbots to handle routine queries. Or it might involve deploying digital technology in specific instances such as sending proactive WhatsApp or SMS reminders about upcoming appointments. It’s crucial to consider that tenants with limited English proficiency also prefer digital interactions. This means there’s a responsibility to have digital resources available in other languages if the demand is there.

Utilización de la IA para la traducción de idiomas

AI technology allows housing associations to use digital channels to provide customer service in multiple languages, without employing additional staff. AI-supported instant translation lets customers and agents use text-based chat while each participant types in a different language. The customer asks questions in the language they are most comfortable in, and these are then instantly translated into English (for example) for the agent. The agent’s English responses in turn are instantly converted to the customer’s preferred language.

Elegir el vídeo como garantía de seguridad y versatilidad

El vídeo puede ser una herramienta versátil para el servicio de atención al cliente de las asociaciones de la vivienda. Algunos inquilinos quieren la tranquilidad de ver a un agente, rather than a disembodied voice at the end of the phone. Because it allows participants to use sign language, video can be the perfect alternative to the phone for those with hearing difficulties. For tenants with mobility issues video avoids the need to travel to “see” someone. And adding subtitles in different languages to instructional videos is an effective way of providing information and advice to people who don’t speak English.

Aprender de la voz del cliente

Las asociaciones de la vivienda deben basar su estrategia de atención al cliente en los deseos y preferencias de los clientes. Esto significa basarse en toma de decisiones basada en datos rather than guesswork. An important aspect of this is collecting feedback and insights via Voice of the Customer programmes. For example, analysing customer service interactions (such as via call recording) can help to build up a picture of what customers want. Customer complaints too must be treated as valuable feedback to act on and learn from, not something to be defensive about. All of this can help housing associations tailor their service more effectively to ensure they are meeting customer needs.

Tecnología de asistencia remota para las asociaciones de la vivienda

La tecnología permite a las asociaciones de la vivienda prestar apoyo a distancia a clientes vulnerables. Esto puede incluir, por ejemplo, visitas virtuales periódicas para ver cómo están los inquilinos y videollamadas con los trabajadores de apoyo para que puedan señalar cualquier preocupación. Además, proporcionar recursos en línea, como vídeos instructivos o formación, significa que los inquilinos pueden acceder a la información siempre que la necesiten, evitando potencialmente la necesidad de visitas a domicilio.

Housing associations need to ensure that their customers are at the centre of everything they do. They must be able to meet tenants’ individual needs through a personalised approach built on understanding, empathy, and respect. To find out more about how to do this, read our guide: Guía de atención al cliente de las asociaciones de la vivienda.