Today’s Housing Associations need tenant experience software to meet the rising expectations of a diverse range of tenants and residents and deliver a measurable, improved experience to all. Whether through traditional voice-based helplines or online tenant support portals and apps, they must ensure that every interaction counts.
This drive for constant improvement is being accelerated by the latest government legislation, with the Social Housing Regulation Act making landlords more accountable to tenants and ensuring they listen and respond promptly to their queries.
Improvements that build trust include:
– Flexibility, scalability and measurability, with multi/omnichannel capabilities.
– Self-help for residents via web, chatbot, IVR and mobile app self-service.
– Agent evaluation, coaching and training.
– 100% interaction evaluation for a total view of agent service delivery.
– Secure video calling for faster, more effective troubleshooting by your staff.
– Increased collaboration across the organization, allowing SME support or seamless escalation to the correct department or team, including to field service.
– A single, modular and cost-effective cloud subscription service for in the office or remote working.
– Improved tenant management and agent efficiency, maximising productivity.
– Proactive automated outreach for rent reminders, repair appointments etc, via SMS and email, freeing up staff to focus on more complex tasks.
– Consistent, reliable, AI-enabled assistance for agents (and tenants via self-service).
– Evidence performance across every channel along with AI analysis of interaction for an understanding of trends and performance.
This guide explains how (re)building trust starts with providing an excellent customer service that meets the needs of residents. Discover how technology can improve housing associations’ customer service by offering a wider range of channels, self-service tools (such as chatbots), and streamlining processes through automation.
