Achieving customer experience excellence with 8x8

28/02/24 Wavenet
Sun setting with atmospheric effect over traditional British houses and tree lined streets. Dramatic, warm lighting creates a homely mood.

Since 2020, overall tenant satisfaction has decreased from 84% to 79%.

Amid growing demand for enhanced customer experience, housing associations are looking for ways to optimise their service offering and boost tenant satisfaction – meeting Service Level Agreements (SLAs), offering diverse communication channels and providing personalised support. However, some organisations are still hamstrung by traditional contact centre and communication tools, which restrict efficiency, cause delays and frustrate the digitally minded tenants of today.

With a comprehensive suite of solutions, 8x8 Cloud communications technology offers an answer.

Embracing omnichannel

Gone are the days of landline telephone calls. These days, tenants want access to communication channels that cater to digital demands, with 24/7 availability and fast response times. However, it can be difficult for housing associations to effectively manage communication across such a wide variety of channels, leading to fragmented tenant interactions and delayed issue resolution.

8x8’s omnichannel communication platform seamlessly integrates various communication channels, including voice, video, chat, and email, for improved efficiency and convenience.

Enhanced accessibility: Not only does 8x8's omnichannel platform enable housing associations to meet tenants’ communication preferences, but it also improves accessibility for those with impairments or disabilities. Solutions such as Intelligent Interactive Voice Response (IIVR) offer customised options and prompts, helping individuals with disabilities to navigate the system easily and quickly get through to the appropriate department or agent – making communication accessible and inclusive.

Cutting-edge features: 8x8 makes use of the latest technology to improve efficiency and tenant satisfaction. With features such as real-time video interactions, housing associations can engage with tenants face-to-face when they can’t be there in person. This enables them to visually assess and diagnose issues remotely, leading to quicker problem resolution as well as enhanced transparency and trust in the resolution process. What’s more, this interactive approach boosts tenant satisfaction by providing a more human touch to remote communication.

Comprehensive communication tracking: With 8x8's omnichannel communication solutions, housing associations can track and manage interactions across various channels in a centralised system. This helps them maintain a complete record of tenant communication – ensuring accountability, facilitating smoother communication management processes and keeping track of past conversations for improved service.

Optimising operations

Operational efficiency is a vital part of delivering exceptional service to tenants. However, navigating operational challenges isn’t always easy. From meeting Service Level Agreements (SLAs) to optimising workforce management and ensuring regulatory compliance, housing associations need innovative solutions to help them streamline processes and achieve service excellence.

Sophisticated analytics tools: 8x8’s suite of reporting and analytics tools are designed to empower housing associations with actionable insights. Using state-of-the-art technology, these tools provide comprehensive visibility into key performance metrics, workforce management and call recordings. With real-time access to critical data, housing associations can identify trends, pinpoint areas of inefficiency, and proactively address operational challenges. What’s more, advanced features such as predictive analytics and trend analysis harness the power of data-driven decision-making, helping housing associations allocate allocation, streamline processes and deliver superior service.

Automation features: With 8x8’s automated scheduling and remote fix capabilities, housing associations can significantly reduce operational costs while enhancing service quality. Not only can they streamline workforce management by automatically assigning tasks and appointments, but they can resolve issues proactively and quickly without the need for on-site visits, leading to improved first-time fix rates and improved tenant satisfaction. Automated compliance checks also help them meet regulatory standards such as GDPR, mitigating compliance risks and improving trust.

The power of personalised support

As housing associations strive to achieve customer experience service excellence through strong tenant relationships, they’re faced with a key challenge: the need to cater to individual requirements whilst optimising operational efficiency. Growing demand, resource constraints and increasing tenant expectations all add to the mix, and housing associations need to strike a balance.

8x8’s solutions are designed with efficiency in mind – driving satisfaction and success at the same time.

Personalised support solutions: With AI-powered insights, housing associations can gain a deeper understanding of tenant needs and preferences. Not only does this allow them to offer tailored assistance, but they can anticipate tenant requirements before they even arise – boosting trust, increasing proactivity and improving relationships. What’s more, with automated scheduling, it’s easier to optimise contact centre staffing, ensuring that the right agents are available at the right time to address tenant enquiries.

Self-service: And, for maximum efficiency, self-service options empower tenants to resolve common issues themselves. This reduces wait times, frees up housing staff and enhances overall satisfaction on both sides. By combining these innovative features, 8x8 equips housing associations with the tools they need to deliver exceptional support experiences, creating stronger tenant relationships and driving operational efficiency.

Want to learn more?

Discover how 8x8 is providing communications for the customer-obsessed – and how they can help you by contacting us  here.

Housing, Omnichannel communication, Automation, Workforce engagement management

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