What we did: Chatbot
Having worked with Housing Solutions for a number of years, we knew a chatbot was the next project to take on. Using HubSpot's Conversations tool, it can be custom-built and designed to meet the specific needs of tenants, with initial development and ongoing iterations to make it feel on-brand and personable. Our wealth of experience in conversational marketing meant we could provide expert consultancy to make sure it asks all the right questions to give tenants the right answers.
Richard Harvey, Head of Digital & Information Services at Housing Solutions
The chatbot replaced Housing Solution’s previous live chat function, able to handle all of those routine enquiries and as a result, free up valuable time from the contact centre to be better utilised elsewhere. Tenants can triage and solve enquiries online, with the bot designed to find a web-based solution wherever possible before handing over to a live agent or leaving a message if no one is available.
The conversation is human-like and friendly, with logical triggers in place and key automation paths built-in to make the process as quick and easy as possible for the end-user. It has been deployed across all areas of the website and works on mobile, too, giving the tenant the power to resolve common queries like ‘How to pay my rent’ and ‘How to report a repair’ themselves without the need to phone the contact centre.
