The social housing sector has faced many challenges recently including the cost of energy, scarcity of R & M staff and rising costs. The social housing sector has had to try to find ways to help tenants remotely solve issues that would have usually done through visiting the premises of the tenant. This new operational initiative was imposed by COVID social distancing requirements but has been retained by many organisations in the housing sector because it reduces cost, improves CSAT and productivity.
With these challenges in mind Hostcomm has developed four services which we highly recommend for use in the social housing sector. The first is RVX (remote visual experience), the second is our video contact centre, the third is our CX Analytics platform and finally our AI virtual assistance services.
After utilising Hostcomm's Remote Visual Assistance solution, the Grove Community Housing Association were able to improve tenant welfare during the pandemic. On the back of the successful implementation, Grove Community Housing were able to come out on top in the Excellence in Housing Innovation category. Read about the challenges and key results in full in our recent case study by clicking the image.
Hostcomm partners with the following social housing organisations along with numerous housing-related service providers. The main benefits to these clients are quicker, less intrusive inspections, better customer service, reduced manual administration and cost reductions.
RVX is a video session between a host and remote person in which AR guidance tools are overlaid, such as a pointer, annotations, markup and OCR. This ensures that complex or technical discussions can happen without confusion or frustration. An example of this is a service agent helping a tenant to shut off mains water or re-pressurize water in a boiler. These tasks are low risk and mostly do not warrant a call-out.
How does RVX work? This video explains the basics of remote visual assistance.
CXCortex is an AI customer experience platform which listens to and understands all of your your customer service interactions, whether they are call recordings, emails or text messages. It can automatically produce graded behaviour summaries which can be used to auto-triage important issues, accurately coach your staff and create a self-improving knowledge base, which you can interact with.
Many customer service requests can be fulfilled using automation systems such as chat and voice bots which consistently deliver pre-configured service 24 hours a day. Hostcomm has many years of experience working with ChatGPT, Google Cloud, Dialogflow and Amazon as well as many automation platforms such as Zapier and Make (Integromat). All of our services are hosted in Amazon AWS and are fully GDPR compliant.
Customer service calls can sometimes take a surprising turn and Hostcomm's video contact centre service will help you deal with any scenario. You can start the interaction on an inbound or outbound phone call then 'step up' to 2 way video at the click of a button and without the tenant disconnecting the call. If the situation develops and the agent needs to start a remote visual assistance session, no problem!
Hostcomm's cloud contact centre service includes an outbound predictive dialler, inbound calls, chat & email, video and remote visual assistance. This is the only service which can deliver all of this on a single UI together with secure AWS hosting and Level 1 PCI DSS compliance.
