North Wales Housing has become the first housing provider in Wales to launch a conversational AI chatbot from Futr. The chatbot, named Huw, sits on the website and is designed to answer a range of tenant queries at any time in just a few clicks. Since its adoption, Huw has improved tenant engagement and access…
North Wales Housing first in Wales to launch Futr’s AI chatbotRead More →
Customer Management
Social housing gets in on the app
If you don’t have a genuine mobile app for your tenants, you’re falling behind in the fourth industrial revolution, when digital domains are blended with offline reality. A web portal will no longer cut it in 2022 – the world has moved on in the past two years, thanks to the pandemic accelerating innovation and…
Social housing gets in on the appRead More →
Walk before you can run: An agile approach to self-service portals
As a father of three children, I often find myself suggesting (or shouting), “walk before you can run”, usually to prevent accidents! This saying is also relatable to software development and IT projects; I believe some housing providers make the mistake of trying to run before they can walk when it comes to customer portals…
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Link helps tenants get connected
Link Group has helped almost 800 low income and digitally-excluded households across Scotland get online by distributing iPads, Chromebooks and mi-fi (personal hotspot) units across 14 local authority areas since 2020, alongside training from ‘digital champions’. Ken Fox, director of digital services, Link Group, said, “It has been incredible to work with our partners and…
Link helps tenants get connectedRead More →
Focus on people, not processes
Trevor Hampton, director of housing solutions at NEC Software Solutions UK, explains why putting the emphasis back on people rather than processes will drive tenant engagement and build trust. The human connection “The biggest single problem in communication is the illusion that it has taken place” – George Bernard Shaw’s quote is more applicable than…
Focus on people, not processesRead More →
AI and text analytics
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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