Keyfax Inter•View Online- Resident Self-Service
An effective online self-service tool needs strong technology behind it. With Keyfax Inter•View Online you can equip your website with an intelligent Response Management System that has been tried, tested and proven in the Contact Centre.
Keyfax Inter•View Online is based on extensive experience in the housing sector and is designed to support the needs of your residents. Its unique capability has been created by understanding how to utilise the information provided by residents to quickly identify their needs and provide them with the information they are looking for.
Keyfax Inter•View Online has its origins from Keyfax Inter•View which has been implemented in over 60 social housing organisations in the UK. It utilises this technology and places this directly at the fingertips of your residents. Through intelligent online scripts, your residents are guided through the different layers of their query. They are prompted to answer a series of questions that will help them clarify their issue, until they get the answer they are looking for.
Reporting a repair, enquiring about a tenancy, paying rent; these are just some of the areas of the business that can be made available online. With easily customised scripts, there is no limit to the content you can make available online for your residents.
Some of the key benefits include:
- Ability to access information 24/7.
- Confidence in the ability to help themselves.
- A single point for information and service requests.
- Choice in how they communicate with you.
- Reduced number of avoidable calls.
- Consistency of service both in the Contact Centre and online.
- Enable advisors to take on personal, more complex services.
- Increase advisor morale by taking away mundane tasks.
- Ability to deal with resident enquiries in the way that they prefer.
- Reduction in the cost of handling enquiries.
- Greater accessibility and choice to residents.
- Capacity to extend services covered in the Contact Centre.
Contact us to find out more or discuss your requirements.
Supporting you and your users
To ensure you get the most value from Keyfax Response Management solutions, find out how we:
- Improved service through a single point of contact
- Increased first call resolution rate and reduced call duration
- Greater consistency and accuracy in service responses
- Advisors can deal with a wider variety of calls, without requiring specialist training
- Reduced operational costs – fewer referrals needed
Over 80% of enquiries at the first point of contact were dealt with using Inter•View.
An impressive achievement.
Lourdes Sharpe, Head of Customer Services
Solihull Community Housing