How Beyond Housing dramatically reduced pressure on its contact centre
The problem:
Beyond Housing’s call centre and live chat faced a significant challenge with the volume of enquiries, many of which were standard and didn't necessarily require the intervention of a human advisor. It sought a solution to provide instant assistance to customers on their preferred channel, reducing wait times and improving efficiency.
Activity:
In choosing a solution, they prioritised instant responses and internal efficiencies. Logicdialog emerged as the ideal platform, offering administrative access for proactive and reactive adjustments without third-party reliance.
“The platform’s support team worked closely with us to build initial requirements, provided valuable advice, and accommodated changes and further development.”
Result:
“Our experience with Logicdialog has been exceptional,” said Leanne Thistle, Beyond Housing’s Digital Customer Services Manager. “The platform's support team worked closely with us to build initial requirements, provided valuable advice, and accommodated changes and further development. The ability to adjust and improve responses in real-time has been particularly valuable.”
Upon going live, the response from both users and staff was positive. Encouraging users to try and highlighting the benefits helped overcome any hesitations.
Navigating the platform is straightforward, although being new to chatbots, there were many functions to explore. The readily available support made the learning curve manageable.
We've seen a decrease in the number of enquiries requiring the attention of a live advisor. As we continue to enhance the feature, we anticipate further reductions in call volumes.
While it's too early to quantify the exact human hours saved, the reduction in enquiries requiring live advisor intervention indicates significant time savings.
Future plans:
Moving forward, Beyond Housing plans to integrate Logicdialog with its Housing Management System to enable automatic access to customer account information. Additionally, it aims to develop features such as appointment scheduling via the bot, further enhancing customer experience and efficiency.
Bot bytes:
Conversations (1 Jan-31 Mar 24): 5000+
NLP success rate (1 Jan-31 Mar 24): 82.1%
Average no. of messages per user: 6
