SOCIAL HOUSING PROVIDERS AND LOCAL AUTHORITIES ARE OUR SPECIALITY.
T 01743 730100
Email: enquiries@socialtelecoms.org.uk
Social Telecoms CIC
Vichy House, 264a Monkmoor Road, Shrewsbury, Shropshire SY2 5ST
CUSTOMER EXPERIENCE:
SMARTER SOLUTIONS FOR YOU AND YOUR CUSTOMERS.
Using the latest digital tools, our Customer Experience services offer solutions to vastly improve organisational efficiency and customer satisfaction. Working with leading brands such as 8x8, Vonage, Ring Central and NFON, we offer modern solutions to revolutionise your approach to customer care. Our multisupplier approach ensures access to a diverse range of telecoms services, with flexible options and competitive prices.
Social Telecoms are proud to be recognised as the number-one ranked supplier within Procurement for Housing's Telecommunications Framework Agreement.
Members of Procurement for Housing have direct access to this framework - we will configure the perfect combination of forward-thinking features and services to suit your unique requirements. The result is a package that provides significant benefits to your customers, agents and supervisors alike.
Find out more about our Customer Experience services below:
UNDERSTANDING CUSTOMER EXPERIENCE FOR HOUSING.
Customer experience services are constantly evolving as organisations seek innovative new ways to provide the best support for their customers. Today’s solutions are marked by a shift to integrated, omnichannel solutions – setting new standards for customer engagement and operational efficiency. With an informed, in-depth understanding of the latest customer experience services, we’re here to help you reach new heights in customer support.
OMNICHANNEL COMMUNICATION.
In an ever-changing digital landscape, it’s important that customers are able to contact you - however they choose to do so. Omnichannel communication achieves this by integrating a range of interaction channels – including phone, email, SMS, social media, chat bots and live chat – into a single customer experience solution.
Ensure your customers are heard, wherever they are, with a unified communication system.
MICROSOFT TEAMS INTEGRATION.
The integration of Microsoft Teams is pivotal in the housing sector’s customer experience landscape. This synergy harnesses the collaborative power of Microsoft Teams with the robust calling capabilities of an enterprise-grade contact centre service, for a comprehensive communication solution.
DATA ANALYTICS & CUSTOMER INSIGHTS.
Gain valuable information on customer interactions and trends with enhanced analytical features. This data-driven approach informs housing providers as they evolve to meet their customers’ needs, while allowing for a more personal customer experience service.
CLOUD-BASED SOLUTIONS.
The sky’s the limit with cloud-based solutions for customer experience. These services offer a range of benefits that are perfectly suited for housing suppliers and similar organisations. Services are easily adjusted based on demand, providing unmatched scalability and flexibility for your organisation. Additionally, cloud solutions often result in cost savings, with pay-as-you-go price models and a reduced need for on-premises hardware and maintenance. This gives you the crucial ability to adapt as demand on your systems fluctuates.
CUSTOMER EXPERIENCE RELATED POSTS.
AGENT BENEFITS:
BETTER TOOLS
FOR YOUR TEAM.
At its core, Customer Experience seeks to address customer concerns efficiently and effectively for the best possible outcomes. With this in mind, we offer a variety of tools that better enable you to respond to customer contacts.
These established features improve customer experience by optimising processes and ensuring your agents have ready access to the information they require. In turn, your team will be better equipped to give customers the help they need, when they need it.
CRM INTEGRATION.
Provide your agents with instant access to customer details upon point of contact. In addition to improving efficiency, these integrations allow your agents a more personal understanding of the customer’s history and needs.
Additionally, with the power of AI, digital assistants are able to identify important topics from customer contacts and summarise conversations. This ensures that agents are brought up to speed when connected to customers, preventing repeated conversations for a more seamless service.
CALL TRANSFER & RECORDING.
Combining your Contact Centre with UCaaS, this feature allows you to pass calls seamlessly between departments, without interrupting the call recording. Get a complete overview of your customers’ needs – from beginning to end – with an uninterrupted record of their enquiry.
ALTERNATIVE PAYMENT METHODS & CALL MASKING.
Handle payments securely and efficiently with PCI compliant processing tools. These systems automate processes for routine payments, streamlining the experience for customers and agents.
AVAILABILITY CHECK.
Check the availability of team members at a glance, connecting customers to the agents they need to speak to. By improving internal communication, this feature prevents customer frustration as they’re passed between departments. Enjoy better organisational efficiency and customer satisfaction.
CALL DIRECTION SERVICES.
With call forwarding based on skill set or location, this service ensures customers are connected to the best agent for their needs. This allows you to assign a score of 1-10 for each of your agents’ skills, building a model to optimise customer experience.
By connecting customers with the most appropriate agents, this feature reduces the need for call transfers, escalations or call backs. Give customers the best possible support from first point of contact with call direction services.
SUPERVISOR BENEFITS:
TRAIN, REPORT, IMPROVE.
With features to empower supervisors, these services better enable you to monitor and improve team performance. From training and assisting agents to tracking KPIs, these services enable you to discover and share valuable information. Keep your organisation at the top of its game, providing the best possible customer experience.
PERFORMANCE MANAGEMENT.
Gain access to a wide range of intuitive dashboards and visual displays, highlighting what your business does well and potential areas for improvement. Custom widgets allow you to build on these features, suiting your unique business needs and tracking the metrics that matter to you.
SUPERVISOR TOOLS.
Our supervisor tools give you enhanced powers to plan, monitor, react and control processes that shape customer experience. Providing real-time data, these features include ‘listen and barge’. This gives you the ability to monitor agent contacts and jump in when required, ensuring messages are consistent and correct across your team. Train your agents as they work, or prompt them seamlessly with a behind-the-scenes chat session.
SCORECARDS.
Agent scorecards provide real-time and historical data, offering a simple way to track agent performance. They also include features for goal setting, immediate feedback, tracking KPIs and customisation options to reflect varying skill sets. Ensure agents are well-equipped to handle customer contacts and identify valuable training opportunities with this unified reporting feature.
SPEECH RECOGNITION &
CALL TRANSCRIPTION: POWERED BY AI.
AI tools use speech analytics to identify regular questions, words and topics that arise during customer contacts. By spotting trending customer concerns, these features enable you to stay ahead of the curve and prepare solutions in advance. This could include updating FAQ pages, chatbot topics, agent training and more – addressing the most recent and relevant issues your customers face.
These AI features also allow you to set up your own phrases and topics – tracking subjects of interest to your organisation. Additionally, speech analytics monitors important factors such as clarity, over-talk and customer sentiment – not just identifying the topics your customers are talking about, but how they’re talking about them.
An easy-to-use search tool also features, giving instant access to relevant topics.
POWERED BY AI: ANALYTICS, REPORTING
& DIGITAL ASSISTANTS.
Revolutionise your customer experience capabilities with integrated AI solutions. These tools provide a range of organisational benefits - reducing agent workload, identifying important trends and pro-actively addressing customer needs. From answering routine questions to highlighting future concerns, AI solutions set a new standard for customer experience.
DIGITAL ASSISTANTS.
Bolster your customer experience capacities with digital assistants – providing omnichannel support to identify, address and resolve customer concerns. These services offer a raft of benefits, from empowering customers to reducing agent workload. Not only this, but by integrating digital assistants with your CRM, these systems offer a personalised service for your customers.
Digital assistants effectively reduce the number of customer contacts that require agent intervention, capable of answering routine questions and resolving everyday queries. Based on past client data, these automated services will typically resolve 40-60% of calls.
This allows you to reallocate customer experience resources to better benefit your organisation. Additionally, these services give customers the opportunity to speak with an agent if they would prefer – ensuring that customers remain heard if an AI assistant is unable to handle their specific needs.
The next step in customer experience, modern digital assistants go far beyond simple chat bots – perfectly showcased by Remote Fix. This integrated AI tool allows customers to identify issues in their homes – the AI will then offer them guidance to fix the issue themselves where possible, with the ability to arrange callbacks and book engineer visits if required.
Customers are invited to submit photos or videos, allowing their issues to be identified remotely by engineers and reducing the need for repeat callouts. As such, this elegant solution saves time and money, ensuring customers are immediately heard and reducing the workload for your agents.
INTRODUCING ACTIVE ASSESSOR FROM
Welcome to the future of customer engagement with 8x8 Active Assessor. Designed specifically for the UK housing sector, Active Assessor proactively connects with your customers with minimal involvement from you. It is the latest addition to the comprehensive omnichannel contact centre solution from 8x8.
WHAT IS ACTIVE ASSESSOR?
Active Assessor is a powerful tool that sends automated communications, such as surveys via SMS and WhatsApp, to gather valuable data from your customers about themselves or your properties. This tool is particularly beneficial for housing providers, helping them monitor the condition of homes and address issues before they become costly repairs.
WHY HAS IT BEEN CREATED FOR HOUSING?
New regulations coming into effect in 2024 require housing providers to have a more comprehensive understanding of the properties they own and manage. This becomes particularly more crucial the larger a provider is. Traditional methods of visiting a sample of homes are not only costly but also leave many properties unreported on.
Active Assessor offers a modern solution to these challenges by enabling housing providers and local authorities to proactively engage with residents and gather essential data about their homes. This approach not only ensures compliance with new regulations but also enhances the overall efficiency and effectiveness of property management.
KEY CHALLENGES IT ADDRESSES.
- Proactive Customer Engagement: Reach out to your customers before they reach out to you. Gather information quickly and efficiently using SMS or WhatsApp for maximum responses.
- Identify Early Warning Signs of Potential Issues: Gain visual insight into problems with Remote Fix™
- Increase Tenant Satisfaction: Take a proactive approach to demonstrate your commitment to providing high quality homes. Hear the voice of your customers.
- Report Results: The information sent and results gathered demonstrate a commitment to delivering high quality homes.
KEY FEATURES.
- Proactive Outreach: Guarantee continuous customer awareness, engagement, and satisfaction through one-to-many outbound and inbound messaging solutions.
- Intelligent Customer Assistant: AI-powered virtual agent solution that both you and your customers can trust. Deliver interactions that feel human-like to more quickly resolve customer problems.
- 8x8 Remote Fix™: Transform property maintenance with faster, smarter repairs. By connecting agents, engineers, and tenants using Remote Fix video elevation, reduce the cost of engineer visits.
- Advanced Analytics: Match Active Assessor answers to key topics and trends in the 8x8 Quality Management & Speech Analytics suite. Understand routes your customers have taken through Active Assessor, such as who has scheduled an appointment, requested to carry out the survey another time, or went through to an agent.
- Omnichannel Contact Centre: Leverage the power of the 8x8 omnichannel contact centre to engage with your customers across multiple platforms, ensuring a seamless and integrated experience.
BENEFITS.
By integrating Active Assessor into your contact centre, you can:
- Increase Efficiency: Reduce the workload on your team by automating routine tasks.
- Boost Customer Satisfaction: Provide timely and proactive support to your customers.
- Optimise Resources: Focus your resources on more critical tasks by automating data collection.
REQUEST
CONTACT.
PART OF A COMPREHENSIVE SOLUTION FOR HOUSING.
Active Assessor is just one component of the robust 8x8 Contact Centre solution, designed to meet the unique needs of the housing sector.
With 8x8 Contact Centre, housing providers and local authorities can leverage a unified platform that includes business phone, video, chat, and APIs to deliver exceptional customer experiences. The platform supports omnichannel communication, allowing you to engage with your customers through voice, chat, SMS, and video, thereby improving operational efficiency and tenant satisfaction
WANT TO LEARN MORE?
TODAY'S ANSWERS
TO TOMORROW'S PROBLEMS.
We offer the latest digital solutions, customising packages to meet your unique organisational needs. Not only this, but we constantly monitor and evaluate new options as they become available – and we pass this knowledge on to you, keeping you at the forefront of the digital revolution.
Our tools enable you to provide the best possible experience for your customers – now and in the days to come. Contact us for quote today.
HOW CAN WE SUPPORT YOU?
OFFICE OPENING HOURS
Mon-Fri: 09:00AM - 17:00PM
Sat & SUN: CLOSED
CALL US
01743 730100
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