Listen
By connecting to your inboxes and other data sources, we are able to listen to all the "chatter" in your communities.
We filter out any unnecessary data (such as internal emails or emails from your suppliers) and then pass the rest through a series of models.
This enables us to identify things like:
residents vs prospects
themes in complaints or risks
trends in and across communities
It also feeds our scoring models which provide a normalized ranking across all your customers and communities to enable you to identify where to focus. More about that here.
Respond
Our digital teammate Adam can respond to your customers on your behalf and act as your first point of contact.
If a lot of the contact you get from your customers is Q&A, e.g. "what is the pet policy", "where is the parking lot", then Adam could be a really useful addition to your team.
If you also get a lot of contact which requires follow-up such as creating maintenance tasks or sending forms, etc, then the automations will be helpful too.
The way it works is that we gather the inputs below, enabling us to build a picture of how to help your customers (residents and prospects alike):
Past outbound email responses from your staff from the last 3 months (through the above "Listen" email approach)
Company-specific policy documents or guides
Community-specific policy documents or guides (such as move in/out process, waste collection process, parking information, etc)
Hyperlinks such as to your resident portal or maintenance portal
Using this wealth of knowledge, Adam is able to respond to your customers' questions. Whenever he does not feel he has sufficient information to resolve their query, he raises a task for your staff - this can be in Microsoft ToDo, Dynamics or Salesforce (or in the Gateway itself).
Automations
As mentioned above, if you get contact from your customers which require actions to be taken, automations can help with this. Examples include:
Creating tasks for your maintenance team
Registering new tenants
Notice to vacate
Renewal reminders
These require some information from you on what your current processes are, details for any systems we need to integrate with, etc. Contact us if you are interested in getting started with automations.