We've all been there, searching for answers to a question that could have easily been found if we just looked around. But instead of taking the time to familiarize ourselves with a FAQ page or using Google, we tend to ask.
Why do we do this? For the same reason that we scream “OPERATOR!” into a phone giving us automated choices in a directory. At the end of the day, customers are looking for validation from a real person. Their trust is only gained by knowing that there is a layer of accountability on the other side of the phone, counter, or site page they’re looking at.
On the flip side, question overload can be a real menace for customer service reps. After all, everyone believes that their inquiries are the most urgent! A flooded inbox of dozens of residents asking the same questions can lead to distraction from those few imperative messages to be answered. That’s why our job as experts in customer experience is to determine which questions deserve priority.
Having a tab on your website for these guidelines is not enough. A robot speaking in a monotonous voice to direct your frustrations by pressing the pound key on your mobile keyboard is not enough. Residents want a direct line to their management, and that is why investing in customer service is going to be key in 2023.
ResiDesk interacts with your residents every day through hundreds of SMS conversations. We have real customer service experts facilitating dialogue with your residents and learning the guidelines of your properties to handle these requests.
At ResiDesk, we take the load off of our site team’s shoulder. We work for your them, helping raise attention to the issues that matter most while handling communication with everyone else. ResiDesk offers a premium hospitality level of customer service to your communities, with immediate impact felt through our 4-week free trials.
Ready to try it for yourself? Let us know if we can help you reach your New Year’s resolutions in resident satisfaction!