Kathrine Rabjerg Hansen
Marketing Manager
Victoriahem
Nov 29, 2024
Customer case: How Victoriahem increased customer satisfaction by 20% through improved communication
For the Swedish property rental company Victoriahem, customers are at the center of attention. So, to ensure all their tenant inquiries are handled with the same level of empathy, curiosity, and efficiency, they invested in Conversational AI, allowing them to delve into their successful conversations. By actively working on creating good dialogues through every element of the conversation, their team succeeded in increasing customer satisfaction by 20%.
About Victoriahem
Victoriahem is a property rental company that rents out apartments, parking spaces, storage rooms, and venues across 33 Swedish cities. To make sure tenants always have the help they need, they have created customer portals and support pages. Each of these pages helps tenants report service requests, find forms to fill out, terminate their lease, and get answers to frequently asked questions.
Victoriahem’s general approach to customer service
With a wide variety of tenants spread across many locations, Victoriahem always strives to create a positive experience. Whether the tenant has questions about their apartment, storage unit, or the event space they wish to rent, Victoriahem ensures they provide clear and helpful answers.
For many tenants, it is no longer enough to have their problems solved quickly and efficiently; they also prefer to be met by someone who understands their frustrations and shares their concerns. When they feel heard, it increases the likelihood that they will continue renting their apartment or storage unit or recommend Victoriahem to someone in their network.
The property rental company is built on three pillars: customer focus, renovation, and social work. As part of their customer focus, they conduct an annual satisfaction survey, where they naturally hope to receive high ratings.
To ensure they can assist their tenants as effectively as possible, it is crucial for Victoriahem to support tenants both quickly and efficiently, and for service agents to know how to handle conflicts and dissatisfied tenants. Additionally, they have a rental ombudsman whom tenants can contact if they have particularly difficult issues.
Why is high customer satisfaction important, and how can you measure it?
Customer satisfaction is a critical factor in ensuring loyalty and a good reputation. High customer satisfaction can, in itself, lead to better Trustpilot scores, an increase in customers, and encourage more purchases.
There are several ways to measure customer satisfaction. Some companies use NPS (Net Promoter Score) surveys, which are sent to customers after an interaction. In these, customers rate how likely they are to recommend a given company to friends and acquaintances on a scale from 1 to 10. Others base customer satisfaction measurements on customer retention rates or online reviews.
You can also use software like Capturi to analyze sentiment scores. A sentiment score is based on the number of positive or negative words a customer or employee mentions during a conversation. Often, employee and customer sentiment are closely related and influence one another.
This is why it is important for customer-focused companies to understand how to communicate in an effective way.
In this case study, we delve specifically into wording and how that can effect customer satisfaction levels.
How Victoriahem uses conversational AI to enhance tenant experiences
When Victoriahem invested in Capturi's conversational AI platform, the primary goal was to provide their customer service team with insights they can use to improve call quality and customer satisfaction on an ongoing basis.
From the very beginning, Victoriahem introduced their agents to best practices for efficient dialogues, which can be divided into 5 pillars:
welcoming introductions
initiating dialogues,
showing empathy,
using positive language,
ending the conversation in a polite way
Initially, the agents focused on initiating a dialogue and ending conversations in a polite way. Once these two elements became habits for the agents, they gradually started implementing additional elements into their conversations.
When working strategically with AI, Victoriahem found that customer satisfaction is enhanced by more than 20% when 4–5 elements of the best practice dialogues are used. In addition, the focus on good communication also significantly improves agent sentiment scores, leaving them feeling better prepared to handle all types of calls calmly.
Using conversational AI, their team gains insights that can be used during feedback sessions with agents. Each agent can also access the information themselves, making it easier for them to track their progress over time, observe impacts, and improve their skills.
The benefit of this is that agents now have fewer negative experiences since they started using the right tools to address tenant concerns. If a tenant is frustrated at the beginning of a call, the agent can quickly initiate a dialogue and guide the tenant effectively.
The focus on quality conversations does not end here, despite the impressive results achieved in a short period. Therefore, they continuously coach new hires on these ways of communicating. After this, agents can enhance their expertise in specific areas or receive tips on how to make conversations more efficient.
Want to learn more about how to increase customer satisfaction?
We have gathered concrete examples of how you can improve your customer conversations by changing your language.
Not only have we provided concrete examples, but we also estimate how much of an effect it typically has on customer satisfaction.
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