Wasl Properties. Трансформация клиентского опыта с помощью глубокого аудита
Узнайте, как Wasl Properties использовала анализ точек контакта и аудиты методом «тайный покупатель» в сегментах жилой, коммерческой и фрихолд-недвижимости, а также земельных участков, чтобы улучшить взаимодействие с клиентами, оптимизировать операционные процессы и повысить вовлеченность с помощью точечных и применимых на практике рекомендаций.
01 —The Impact
The results, up front.
Enhanced Customer Service Efficiency : Improved response protocols and faster resolutions, particularly in areas like social media and leasing inquiries. Increased Customer Engagement : Optimized communication through social media and Google cards, leading to better engagement and fewer missed leads. Streamlined Operations : Recommendations to improve internal coordination for services like facility management, post-sale snagging, and leasing have been implemented, leading to smoother customer journeys. Improved Customer Retention : Actionable feedback from audits, shadowing, and interviews has been used to refine touchpoints, creating a more consistent and customer-friendly experience.
02 — The Challenge
Where they started.
We applied a structured methodology, analyzing touchpoints such as calls, emails, social media interactions, and Google cards across all business units. In addition, we conducted a series of audits, shadowing sessions, and interviews to gather qualitative insights into the customer journey. Detailed recordings and screenshots supported our findings, ensuring the client had a clear understanding of the pain points and actionable recommendations for each area.
03 —What We Did
The work.
Calls
1 call touchpoint (acknowledgment, response time, IVR, greeting, etc.).
Emails
1 email touchpoint (acknowledgment, response, format, resolution, etc.).
Social Media
4 accounts analyzed across various platforms (response time, engagement, resolution).
Google Card
1 card (display, linked website, ease of finding, and keyword usage).
7 Mystery Audits
Lead handling, e-services, renewals, and customer service at the branch.
2 Customer Interviews
Related to lead/online lease team and violation handling.
For calls and emails, we assessed communication effectiv…
For calls and emails, we assessed communication effectiveness, highlighting slow response times and gaps in resolution tracking. Detailed recommendations were provided to optimize acknowledgment, response format, and call-to-action clarity.
Social media platforms were underperforming in terms of…
Social media platforms were underperforming in terms of response time, particularly on inquiries related to leasing and renewals. We recommended improving response mechanisms and aligning tone and engagement across platforms.
04 — Approach & Methodology
How we got there.
Cross-Business Unit Insights: Across all units, social media and Google card management were identified as key areas for improvement, with inconsistent response times and incomplete information affecting CX. Recommendations included adopting automated chat responses and ensuring uniformity in service details across platforms.
Customer interviews and shadowing sessions revealed significant insights into the customer journey. Pain points in customer service interactions, booking processes, and post-sale services were particularly prevalent in Freehold and Commercial units. Suggested improvements involved integrating more robust CRM tools and revising service protocols to reduce wait times.
Audit Overview: We highlighted both delight points (positive aspects such as quick acknowledgment, professional communication) and pain points (delayed response times, unclear service processes). Recommendations were customized per business unit, offering targeted solutions for each touchpoint and process.
Key CX Metrics: We introduced metrics such as response time, customer satisfaction scores, and resolution efficiency to monitor ongoing performance.
05 —In Practice
Project samples.
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