Most successful customer experience (CX) programmes use some form of text analytics to surface insights from huge volumes of unstructured data, such as verbatim comments from customers. The comments come from a variety of sources, such as structured periodic survey feedback, event-driven reviews, customer service calls, emails, chats, social media engagements and online reviews. Using…
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Customer Management
Vale of Aylesbury Housing’s first-time access with Localz
Vale of Aylesbury Housing Trust is now using Localz’ core customer engagement platform to provide real-time updates to tenants on their repair appointments and the ability to track operatives on a map. Customers receive an SMS notification containing a 15-minute arrival window and a link to a web-based appointments portal. The portal includes an ETA…
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The ethics of smart-home IoT devices
Ethics are absolutely essential when it comes to successful technology adoption and data management in housing. In a sector literally as close to home as one can get, decisions made about the use of technology, how data is managed and which principles and purposes should guide those processes will all have an immense impact on…
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Loreburn Housing launches Futr AI chatbot
Working with AI specialist Futr, Loreburn Housing has launched a chatbot designed to answer a range of tenants’ questions, freeing the organisation’s small customer-service team to spend time on more complex challenges. Sue Irving, director of housing services, Loreburn Housing, said, “Our focus is on delivering the best service to our tenants, but we don’t…
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ForHousing supports independent living with Alertacall
ForHousing is installing Alertacall’s telecare technology to help its tenants in supported housing. Tenants living in ForHousing’s supported housing in Oldham can use the Alertacall touchscreens to pick up key information about their home or report repairs and, based on pre-agreed criteria, if the tenant doesn’t press a button on the touchscreen within an agreed…
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Fuzzlab & Optus Homes collaborate on usability & bots
Fuzzlab and Optus Homes, both of which are emerging from the start-up stage of their commercial development, are working together to offer a fully-integrated solution to housing providers, combining Fuzzlab’s chatbot experience and Optus Homes’ app development and usability expertise. Optus Homes’ app allows tenants to manage their rental home account, ‘white labelled’ for each…
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