Por que o atendimento ao cliente da associação habitacional deve ser abrangente

Como elas atendem a um grupo demográfico muito amplo, o atendimento ao cliente das associações habitacionais deve atender a diversas necessidades, incluindo o apoio a alguns dos grupos mais vulneráveis da sociedade. Elas também precisam cumprir as Medidas de Satisfação do Locatário definidas pelo órgão regulador. Isso exige que as associações habitacionais se tornem mais abertas e se envolvam com seus inquilinos e suas necessidades.

Atender às diversas necessidades das associações habitacionais

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.

Como a tecnologia ajuda a criar mais confiança

A tecnologia de atendimento ao cliente pode apoiar essa abordagem centrada nas pessoas de várias maneiras:

Support Agents to Show Empathy and Understand Tenants’ Needs

A experiência do agente é essencial para o atendimento ao cliente da associação habitacional. Os agentes devem ser capazes de demonstrar empatia 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.

Seamless Tenant Interactions Through Digital Channels and Self-Service

Atualmente, muitos residentes desejam interagir 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.

Uso de IA para tradução 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.

Escolhendo o vídeo para ter segurança e versatilidade

O vídeo pode ser uma ferramenta versátil para o atendimento ao cliente de associações habitacionais. Alguns inquilinos querem a segurança de Consultar um 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.

Aprendendo com a voz do cliente

As associações habitacionais precisam basear sua estratégia de atendimento ao cliente nos desejos e preferências dos clientes. Isso significa contar com tomada de decisão orientada por dados 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.

Empowering Housing Associations with Remote Support Technology

A tecnologia permite que as associações habitacionais ofereçam suporte remoto a clientes vulneráveis. Isso pode incluir, por exemplo, check-ins virtuais regulares para ver como os inquilinos estão e chamadas de vídeo com os funcionários de suporte para permitir que eles sinalizem quaisquer preocupações. Além disso, o fornecimento de recursos on-line, como vídeos de instrução ou treinamento, significa que os inquilinos podem acessar as informações sempre que necessário, o que pode evitar a necessidade de visitas domiciliares.

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: Guia de Atendimento ao Cliente das Associações de Moradia.