Transforming Customer Engagement

In Social Housing

How Social Housing Providers Can Transform
Customer Engagement

As Social Housing Providers embrace digitalisation to drive efficiencies and to better serve their communities, an area with the greatest potential to transform is customer engagement.

Both you and your customers want to embrace increased interaction over SMS, email and chat, and there is a growing role for self-service, in making information and services accessible 24×7.

By creating a solution that combines market leading cloud contact centre and Unified Comms with interaction recording and analytics, we help social housing organisations understand the needs and preferences of their tenants, drive greater efficiency and transform the customer experience.

Webinar: Thursday 17th June at 10am

Transforming Customer Engagement in Social Housing

If you are looking to better engage your tenants, support flexible working for agents and drive greater efficiencies through channel shift and self-service, then you need to attend the joint webinar we are hosting with on Thursday 17th June at 10am (BST).

Hosted Contact Centre & Unified Communications

Your tenants expect a responsive service and to interact with you over the channel of communication that suits them. At the same time, working practices are changing rapidly with more and more contact centre agents working from home.

Moving to a cloud-based contact centre and UC solution enables you to address both of these challenges by providing the flexibility to work anywhere, while opening up endless possibilities in how you engage with your tenants.

Through our partnership with RingCentral we help you deploy a true omni-channel solution that allows you to engage with customers across email, SMS, chat or phone.

Intelligent routing ensures that every contact is routed to the most appropriate person both within your contact centre and the wider organisation. We enable you to embrace self-service to provide accessibility to services 24×7 and provide your agents with more time to deal with priority calls and help those who are vulnerable.

FEATURES:

  • Omni-Channel Contact Centre
  • Unified Communications
  • Smart Routing
  • Self-Service
  • AI-Powered Chat Bots
  • Workforce Management
  • Comprehensive Reporting & Analytics

FEATURES:

  • Omni-Channel Contact Centre
  • Unified Communications
  • Smart Routing
  • Self-Service
  • AI-Powered Chat Bots
  • Workforce Management
  • Comprehensive Reporting & Analytics
)

Best Practice Guide: Transforming Customer Engagement in Social Housing

Our Best Practice Guide outlines how Social Housing organisations can leverage the latest cloud-based solutions to transform how they engage with their tenants and the customer experience they deliver.

Interaction Recording & Analytics

We help Social Housing providers to truly understand their customers by capturing every interaction with them whether that be a telephone call or a web-chat session.

This enables you to retain an accurate record of every conversation and use this to review cases, manage quality and understand the customer experience.

By leveraging our ability to tag and link each interaction, convert speech to text and to perform comprehensive analytics, you gain valuable insights into why tenants are contacting you, their channel preferences and the quality of their experience.

As a cloud-based solution, our recording and analytics does not rely on agents being in the same place. We capture interactions irrespective of if they happen in the contact centre or via home-based agents. We can keep recording calls that are transferred out of the contact centre and can even capture supporting interactions taking place over your collaboration tools such as Microsoft Teams.

FEATURES:

  • Multi-Channel Interaction Recording
  • Comprehensive Tagging
  • Intuitive Search & Replay
  • GDPR & PCI Compliant
  • Quality Management
  • Speech & Text Analytics
  • Vulnerability Detection

FEATURES:

  • Multi-Channel Interaction Recording
  • Comprehensive Tagging
  • Intuitive Search & Replay
  • GDPR & PCI Compliant
  • Quality Management
  • Speech & Text Analytics
  • Vulnerability Detection
)

The Benefits Delivered

By combining the capabilities of Ring Central Hosted Contact Centre & UC with Liquid Voice SmartCitizen Interaction Recording and Analytics, you are able to truly understand your customers and deliver the service they want in the most efficient way possible.

Accessible & Responsive – by leveraging self-service and true omni-channel engagement you increase your capacity to be there for your tenants providing them with access to the people who can help them.

Increase Efficiency – by ensuring that more cases are resolved first time, accelerating channel shift and gaining the insights to enable you to proactively manage engagement.

Greater Agility – with a fully cloud-based solution that can support your people regardless of where they are located and providing you with the ability to scale both in terms of capacity and functionality.

Invaluable Insights – through capturing and analysing every interaction you are able to fully understand the needs, expectations and preferences of your tenants and this enables you to service them and make more informed decisions moving forward.

Let’s Discuss How We Can Help

We have extensive experience of helping Social Housing organisations to transform their customer engagement and would love to explore how we can help you with your specific requirements.

Simply complete the form and one of our team will reach out to you.