Housing and Local Government
Customers are changing the way they want to interact with housing associations and local authorities. As other sectors improve their services levels, customer expectations are increasing and they are growing accustomed to getting prompt responses, whether via the website, on the phone, or through social channels.
Customers want information served in a convenient way at a time that suits them, from their favourite device on their channel of choice. Supporting customers 24 x 7 x 365 with a knowledgeable Customer Service Team is not financially feasible, and so new methods were introduced. Web based digital portals have been the preferred method offered to customers for self-service, but registration and take-up has not reached the levels hoped for because it is often easier for customers to make a phone call.
Serve your customers across a range of topics where many of the responses can be automated.
Housing associations and local authorities are embracing digital transformation in a number of different ways and many are looking at introducing process automation into existing and new applications. converse360 can integrate into software from a number of Housing Management providers and local authority applications either with direct integrations or through partnerships with specialist providers. Where integrations are not already in place we can use low-code methods to connect with any software system that has the appropriate API’s.
Although Chatbots, Digital Assistants, and Alexa are familiar terms within the sector, these technologies are just the beginning of what is possible! Automated services can be delivered through telephony, Web, email, SMS, Social Media, smart speakers, kiosks/video screens and as enhancements to existing digital portals and within apps.
converse360's Service Automation platform enables you to automate through almost any channel. Build the process once, tweak the flows for messaging, speech and visual and then publish it to your channels of choice.
There are huge benefits to be gained both for your customers and for your Customer Service team including:
No more queuing for customers who want instant responses
Extending your opening hours to 24/7
Enabling customers to self-serve using natural conversation, whether speaking or typing
Reducing the number of calls into the Customer Services team
Triaging of the monotonous and repetitive calls so that advisors can focus on the complex enquiries
Housing Associations and Local Authorities can choose to automate specific processes and leave live advisors for other tasks or enquiries. By proactively monitoring all interactions and configuring triggers to detect when customers are getting frustrated or need further assistance the system will automatically offer the customer a transfer to a Customer Services Advisor and pass the relevant information across. This ensures a successful call resolution and a great experience for the customer.
The use cases for service automation
Some example use cases are shown where automation can be offered
FAQs & SIGNPOSTING
Answer common questions and provide links to more detailed information, your digital portal, web pages and documents
Where FAQ responses are too broad, drill down to really understand the intent, guide through a process and give concise responses
Enable customers to transact in numerous ways. Make payments, check rent balances, make claims
Make forms more dynamic, let capturing mundane information be conversational and have responses steer your customers to relevant knowledge with minimal effort
Automate the setting up, amending or cancelling of appointments, with integrations to Calendars, Housing Management, CRM & Scheduling
Assist callers to check basic repairs themselves, watch how-to videos, self-diagnose problems & share images to assist repairs
Capture information, look-up details and provide automated responses to complex processes
Request feedback & make it simple for customers to air their views whether positive or negative, one click or detailed questionaires
Service automation through a choice of channels
Whether your customers interact through messaging, speech or visual avatars, build the process once, customise to suit and publish it to your choice of channels. Some example videos below show customer service automation in a housing environment through a Chatbot, Alexa and with Digital Humans.
Fast-Start your automation journey
Create, build, edit, view, and test your FAQ's and workflows within days...
To fast track the set-up of an automated system and reduce costs we have simplified the processes. See the example steps for introducing automated webchat to start exploring and testing in a day!
Use the no-code portal to design your chat client. Customise your icons, pop-ups, buttons, colours, fonts, headlines and greeting messages to tailor it to your company brand.
Choose from hundreds of sample FAQ and workflow templates or create and edit your own through a no-code/low-code portal. Try the example flows that are easily edited or ask a common question to see further examples
For connecting your workflows to enterprise data use our standard connectors into housing management and CRM systems or use the low-code Integration Designer to simplify the process automation
Test the FAQ's and workflows on the web pages provided, get feedback from different teams and friendly customers. Where using speech, call into the test number and speak with the service and ensure it understands all words, phrases and dialects and retune as necessary
Apply a line of code to your website and apply the changes to your telephony system to integrate with your systems.
A community of customers
As more housing associations and local authorities are on-boarded we are creating a community of customers who can share their experiences and learn from each other. Many of the workflows and processes are very similar and we actively encourage our community to compare topics, questions, workflows, and responses to help accelerate deployment. We have also created a housing sector accelerator pack to short-cut the training model, which is continually improving.
Some words from our customers
Following the requirements to fully invoke our Business Continuity process due to the Covid-19 pandemic, the ForHousing Service Centre became fully remote, whilst continuing to provide all existing services in full and also support additional services within the voluntary sector.
This provided us with an opportunity to review how we could shape the way our services were being delivered and make significant changes without causing any impact to our service users. ForHousing want to create a 24/7 service that operates for all areas of the business, whilst removing opening hours and supporting an enhanced digital offer for tenants so they can truly self-serve at a time convenient to them. Our Senior Leadership team are committed to introducing RPA and AI where possible, enabling us to better utilise our resources elsewhere.
Converse 360 provides exactly what we need to start an automated tenant journey. The ability to design and create our own flows, bespoke to our differing individual geographical areas, was our primary reason for choosing this solution but also the function to communicate with our telephony software and Housing Management System ensures that our new chat bot will provide the same level of service as an advisor whilst delivering huge efficiencies.
The reporting function allows us to learn what tenant’s are asking and continually improve the experience. Converse 360 offered all our requirements and more.
The Virtual Assistant was introduced as part of emh groups digital strategy. It has enhanced our ability to answer frequently asked questions on our website and sign post customers to digital channels by default. For example linking to our customer portal or, if appropriate, to a web page for more information. The Virtual Assistant has played its part in increasing digital transactions and reducing routine type telephone calls. Thus allowing our customer services team to deal with more complex queries.
Converse 360 provided great help and support throughout the implementation period and beyond to ensure a successful launch and subsequent development.