18 January 2022
Housing Associations Achieve Success With Live Chat Software
Housing associations across the UK have experienced success with live chat. Find out more here.
Housing associations are under an immense amount of pressure to try and deliver more than they do, for less. This presents a bit of an issue because budgets are constantly being squeezed. The general experience seems to be that housing associations that are able to adopt digital technology can reap the benefits of cost savings, while also ensuring that they deliver a high level of customer satisfaction. Capita are just one of the latest companies that have adopted live chat in order to take that next step forward. They have partnered with us at Click4Assistance to ensure that they are providing their customers with the service they want, when they want it without depleting company resources.Chat for websites is now becoming more and more common, especially in the housing association industry, and it is evident that clear benefits can be obtained through this era of digital transformation.
Capita and Click4Assistance
Capita have partnered with Click4Assistance to ensure that the housing software that they provide to associations is made more efficient, simpler and more cost-effective. Their housing software makes it easier for associations to provide a digital portal to their customers so that everything can be tracked and managed online. By partnering with Click4Assistance, they are now able to add live chat to their arsenal of offerings, providing a better service that is more instantly accessible.
The Key Driver for the Housing Association Sector
The driving force for the housing association sector is trying to digitise a lot of activities, which currently require a lot of manual input by employees. A lot of the work for housing associations is done over the phone or even by email. A lot of this could be automated through live chat, saving associations both time and money. On top of this, colleagues that work in areas such as this can be then freed up, not to mention that they can then dedicate more time to complex cases and vulnerable tenants. By combining this digital movement with live chat, tenants are not only able to book the appointments they need, but they can do so instantly with a real representative. Live chat is convenient, fast and easy, not to mention that it adds another layer of dynamic to an already evolving system. Here at Click4Assistance, we can provide buttons which integrate seamlessly with your housing association website. With live chat being the preferred option for those who need support through a housing association, it’s safe to say that it has never been easier or faster for you to meet this demand. Companies such as Capita have already taken that step, and are now seeing improved results and customer engagement across the board.
Simplified Online Payments and Live Chat Support
Housing associations are now trying to launch online portals so that customers can carry out any key activities online. This could include paying rent, for example. This helps to reduce the cost and stress that comes with running a call centre. As the interest in online portals increases, it’s safe to say that the number of people who have to handle payments over the phone decreases and this helps to increase the profit margin for various companies. By adding live chat to this kind of system, you can make it easier for tenants who need support, while also providing help to those who are not as knowledgeable when it comes to using software. Live chat can be used to try and guide people through the steps they need to take through the website, while also providing instant support and advice to vulnerable people. If a call needs to be made, or a question needs to be raised, live chat can provide instant support, digitalising the customer support aspect of the service as opposed to just the main services provided.
Repair Support made Easier
If housing associations can adopt a live chat system or some kind of online portal, then this will help them to reduce employee workload. Housing associations in the UK tend to have the highest amount of repair-related calls. If this can be sorted and organised through an online portal or a live chat system, then this will provide customers with a much greater service, and it will also reduce contact centre pressure too. Convenience for the tenant, if the system can be integrated properly, can also be synced with the scheduling of maintenance. It is possible for housing associations to fully digitalise their process. If this can be done, then the tenant would be able to log their request online through a repair interface. Tenants can then select a time when a tradesperson can visit, and carry out the repair in the home. This is a time that is convenient for them, much in the way that they can choose when their shopping comes through an online supermarket. With live chat, the tenant can do all of this by talking to a real representative. Click4Assistance can make you available through other avenues, including Facebook, SMS and even Messenger. With WhatsApp integration as well, tenants don’t even need to access the company website for your association to gain support. They can simply fire a quick text message explaining the repair issue at hand, before receiving instant support from one of your knowledgeable team members. This, combined with the integrated support of a digitised housing management system, can provide an all-around level of support that is not only more personal, but easier and more convenient.
Live Chat is the Preferred Method of Communication for Residents
Did you know that live chat is the most preferred method of communication for associations and residents? Through live chat, residents can ask for repairs to be made and they can also make rent enquiries. They can file applications, ask for updates and even enquire about policies. As if that wasn’t enough, they can report ASB, which helps to make the whole system much more efficient. Digitisation in the housing sector is not only beneficial, it is essential. By combining your housing association with live chat, you unlock a whole new level of customer support, while also providing an essential service to those who need it the most.