From entertainment to retail, the pandemic has helped many customers to rapidly embrace self-service. Tenants who may have had limited digital experience are now comfortable using digital for everything. They expect to be able to self-serve with requests to their housing association, too. But moving your services to self-service is time-consuming and complicated, right? Actually no.
Handling routine tasks through self-service portals is easy. And it’s a more effective way of helping tenants get the accurate and prompt answers they need. And you’ll free agents to handle more sensitive and personal matters.Learn more
The screen pop feature on conversations gives agents much more information. And they can view the history on self-service actions and see each step a customer took. They are empowered from the start of any one-to-one interaction.
The time taken on each enquiry is reduced and repetition is removed too. And opportunities for first contact resolution improve, effortlessly.
Our smart Bot Studio is available to help tenants to achieve their goals while on your website. The intelligent questions guide them to the right pages or to route customers to the agent with the right skills.
Co-browsing is a handy way for an agent to walk a tenant through a complex process and teach as they go. This ‘tutorial support’ means tenants are better equipped and have an easier experience the next time they need the service.