Personalised customer care that goes along with the new technology for your building manager and community can make or break its success. Learning how to use new management tools is easier when there’s an interested expert on hand to show you the ropes and answer all your questions. Everyone is more likely to adopt the solution and reap the benefits faster too.
Personalised customer care is the way of the future. That doesn’t just mean having a dedicated support person you can easily reach with any questions. It’s far more than that.
Personalisation for gold standard customer service means really knowing your customers. So well, in fact, that you’re able to respond to customers’ needs before they know what they are. This is something that we do exceptionally well at BuildingLink. It sets us apart from our competition.
Our dedicated Customer Success Coordinator juggles a number of different initiatives for our clients that keep us leading our sector. This customer-first mindset runs through each of our departments – from marketing to tech and onto accounts. It relies on actively engaging our customers, gathering their feedback and creating new ways to better meet their needs.
Data analytics for better customer care
Behind the friendly smile and helpful attitude is a firm foundation of data-informed decisions. We use metrics like website page visits and open rates on client newsletters, along with the verbal feedback we get from new and existing clients to continually improve our offering.
The conversations we have with clients provide the detail we need for the broad brushstrokes our data points to. We regularly reach out to clients to see how they are doing and deliver specialised support to new clients getting to grips with our digital solutions. We also follow up with those who’ve moved away from using our service to find out why so we can improve our offering.
This means we can become proactive with our personalised customer care – that’s what’s behind the creation of our tutorial videos, get to know who we are staff interview blogs, and the quarterly newsletter that arrives in our customers’ inboxes.
Giving customers what they ask for
It’s not unusual for us to notice a particular topic gaining interest from a number of our clients. That’s when we know it’s right to include an educational piece in our blog, a little ‘how-to’ in the newsletter or a short reminder on working with a specific module of the BuildingLink system.
While reactionary in one sense, this allows us to create the content and resources other clients will need. Then it’s all ready to go when they need it. High-level customer care is both reactive and proactive.
New customer care programs to watch out for in 2022
One of the customer care projects we were working hard on in 2021 is our customer loyalty program. This is set to launch later this year and will deliver an increased level of satisfaction to our clients and their communities. We can’t wait to share it with you!
Making building management easier, bringing communities closer together, and developing a world-class service that is miles ahead of the rest of the proptech sector, is what we love. Delivering the highest level of customer care you’ve ever experienced in property is what drives us and keeps us improving year on year.