SAAS Properties. Elevating Customer Experience (CX) through Touchpoint Analysis and Mystery Audits.
We partnered with SAAS Properties to audit 23 touchpoints and benchmark performance against competitors. The project delivered key insights to enhance communication, service, and digital engagement, boosting customer satisfaction and retention.
01 —The Impact
The results, up front.
Improved Decision-Making : Through the detailed touchpoint and mystery audit analysis, SAAS Properties was able to make data-driven decisions to enhance customer experience. Streamlined Operations : Actionable recommendations for each touchpoint helped streamline communication, service delivery, and customer engagement. Increased Customer Retention : Implementing the four themes of call center improvement (communication, proactivity, SLAs, follow-ups) led to better customer satisfaction and improved retention rates. Benchmarking Against Competitors : By comparing SAAS Properties with Sobha Realty, Dubai Properties, and Binghatti, the client could identify opportunities for differentiation and further market growth. Enhanced Digital Experience : Recommendations across digital touchpoints like social media, websites, and webforms significantly improved the user experience and interaction quality.
02 — The Challenge
Where they started.
6 Call Center interactions (3 SAAS, 1 Sobha Realty, 1 Dubai Properties, 1 Binghatti) 3 Callback audits (2 SAAS, 1 Sobha) 4 Website audits (1 SAAS, 1 Sobha, 1 Dubai Properties, 1 Binghatti) 6 Email audits (3 SAAS, 1 Sobha, 1 Dubai Properties, 1 Binghatti) 6 WhatsApp audits (3 SAAS, 1 Sobha, 1 Dubai Properties, 1 Binghatti) 4 Online Appointment assessments (3 SAAS, 1 Binghatti) 16 Social Media audits (7 SAAS, 3 Sobha, 3 Dubai Properties, 3 Binghatti) 6 Webform audits (3 SAAS, 1 Sobha, 1 Dubai Properties, 1 Binghatti) 4 Google Card assessments (1 SAAS, 1 Sobha, 1 Dubai Properties, 1 Binghatti) 4 SAAS Properties audits 1 Sobha audit 1 Dubai Properties audit 1 Binghatti audit Each audit assessed various touchpoints such as calls, WhatsApp, sales agents, and viewings. A comparative analysis was conducted against Sobha Realty, Dubai Properties, and Binghatti.
03 —What We Did
The work.
Call Center Audits
We assessed key elements such as: Acknowledgment
Callback Audits
We evaluated callbacks for greeting, resolution, and closing quality.
Website Assessments
Focused on functionality, layout, content quality, and trust and credibility.
Email and WhatsApp Audits
Both mediums were reviewed for: Acknowledgment
Online Appointment Assessments
We evaluated the booking process from acknowledgment to confirmation and feedback.
Social Media
Our analysis covered account setup, response time, and resolution across various platforms.
Webform Audits
This included the form review, acknowledgment message, and resolution.
Google Card
The audit focused on keyword effectiveness and ease of finding the property.
04 — Approach & Methodology
How we got there.
CX Consultant
05 —In Practice
Project samples.
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