Housing associations need to be omnichannel

Introduction

Housing associations play an increasingly important role in providing people with access to affordable, secure homes. As the demand for support increases amid budget constraints, it has never been more vital for organisations to work efficiently and cost-effectively. Housing associations face intense pressure to deliver services as the number of people who need help grows and the cost of living rises. In this informative article, we’ll discuss the importance of omnichannel communications for housing associations and the benefits of adopting new ways of communicating and engaging with customers for clients and housing association teams.

The importance of omnichannel communications for housing associations

Housing associations in England currently help around 6 million people. When working and interacting with groups of people, often from diverse backgrounds and different walks of life, it’s hugely beneficial to recognise that people have different preferences and requirements in terms of the way they communicate with organisations. Trends may vary according to different demographics and some people may be more comfortable with certain platforms or apps than others. Adopting an omnichannel approach enables housing associations to:

1. Reach out to all customers, providing a path of least resistance to encourage residents to get in touch
2. Provide a choice of communication channels
3. Integrate apps and other types of messages, such as SMS, seamlessly

Offering multiple channels also provides effective solutions for customers with different types of queries or questions. Chat for websites is ideal for providing advice and information quickly and efficiently while WhatsApp and Facebook messenger make it easy for people who use their smartphone regularly to get in touch with a housing association. Video calls offer an opportunity to engage face-to-face without needing to be in the same place and virtual meeting rooms are beneficial for group sessions.

What are the benefits of omnichannel communications for housing associations?

Engagement plays an integral role in building positive relationships with customers and clients and providing a service that meets customer expectations. Here are some of the key benefits of omnichannel communications for housing associations:

Targeted, tailored customer support

Offering a range of contact methods and communication channels enables housing associations to provide targeted, tailored support for all clients. Nobody can slip through the net and customers can enjoy a personalised experience, which is relevant to them. It is important that customers feel valued and respected. Tailoring support through different types of platforms can help to enhance client satisfaction and ensure that all customers receive the support or advice they need.

Rapid responses

We are all familiar with a scenario that involves listening to hold music for what seems like a lifetime. Housing associations are under increased pressure and this often means that they need to deliver more in less time with less money. The people taking calls don’t want customers to have to wait, but unfortunately, this is often the case. Providing omnichannel support and advice helps to reduce waiting times and provide rapid responses. If you install chat for websites, you can provide 24/7 access to support and offer information and answers in a matter of seconds. Customers will benefit from quick responses and a convenient service while teams can free up time.

Cost savings

Features like live chat and social media messaging offer a cost-effective means of fielding queries, contacting customers and providing updates and information. At a time when budgets are stretched, this is a major benefit.

Convenience

More than 55 million people in the UK own a smartphone. For most of us, shopping online, using live chat and messaging via social media or email have become the norm. Housing associations can provide a convenient service for their customers by capitalising on the popularity of social media apps, SMS and video calls. At the touch of a button, customers can make a call, talk to an adviser or ask a question via live chat regardless of where they are or what they’re doing.

Customer experience

Most people now prefer to use live chat rather than making a call or going to an office. Providing a diverse range of contact options enhances the customer experience, often saving time, effort and money.

Summary

Communication and engagement are key to the success of housing associations. As the demand for support increases, housing associations can use omnichannel communications to provide a better customer experience, offer tailored support options, integrate different apps and platforms seamlessly and save time and money.