Property management companies in Dubai and all around the UAE are focusing on improving the digital brand impression and digital customer interactions. The digital customer experience is becoming more important and crucial for businesses. The real estate, rental and properties management businesses are booming in the country. In UAE the internet penetration is almost 99%, the mobile phone users are around 98% which is huge, it means almost everyone have access to the internet.
The internet made people more tech-friendly, people tend to adopt to new technologies more quickly in UAE. On top of that the interactive kiosks are already very common in UAE. Whether it is a shopping mall, a public transport station, airport, and even school, hospitals and banks, we see some kind of interactive kiosk everywhere these days in Dubai and all around the UAE. That is why the general consumer in the entire UAE is quite familiar with the bright flashy interactive touch-screens.
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That is why the interactive self-service kiosk have become more like a trend now a days. Customers sometimes expect from a business to offer them something which makes them feel special and privileged hence their connecting with brand become stronger. For any business customer happiness and customer satisfaction is the ultimate goal. Because only a happy and satisfied customer will return back to the business, unhappy customer would never come back.
The customer happiness and satisfaction is not only dependent on the price and product/service quality, but the customer experience is still one of the major key player in customer retention. Several studies and online surveys have suggested that the customer experience and the product/service quality both are equally important. In this blog we will discuss how a property management company can improve its customer journey and customer happiness.
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Automation Enhance Customer Experience and Improve Efficiency
The interactive kiosk brings automation and digitalize various services, businesses processes and customer journey steps which brings ease comfort and convenience to the customers. The digitalization and automation also result in balanced workload for the employees. In fact the automation and digitalization of services and business processes can significantly reduce the workload of the employees and help in making them more productive and efficient. The digitalization and automation can boost various business processes, functions and bring improvements to everything which results in improvement in respective aspects.
If the employee efficiency is improved they tend to provide better customer service hence it positively impact customer journey. Such improvements bring changes and betterments to the customer journey steps and make it more customer friendly and simpler. Simple and easier customer journey help businesses make their customer happy and satisfied. For property management companies the customer happiness means higher customer retention.
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Easy 24/7 Access to the Services
One of the biggest advantage of an interactive kiosk to the property management companies is that they can easily provide 24/7 customer services. The interactive kiosks these days comes with tons of accessories and features which enable property management companies to integrate several features and also provide them room for innovation. The property management companies can significantly improve their customer experience by enabling easy 24/7 access to their services.
Businesses can install interactive self-service kiosks at their service centers, or at different locations, or even at the properties too, to provide customers, tenants or guests easy access to the company’s services and information center. The interactive kiosk can scan documents, take cash, allows transactions, and different business processes. The interactive kiosks can also scan ID cards such as Emirates ID card, Passports, RFID, QR Code, Cash Payments, Credit/Debit Card Payments, etc. Such features help businesses to innovate new features and add facilities for the customers to simplify the customer journey.
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No Queues and No Wait Time
The waiting lines and long queues are the most irritating aspect of the customer journey. If a customer had to wait for a long time, they start getting anxious and stressed, in such condition when they reach to the counter, it is hard to satisfy them, hence the leave unhappy and unsatisfied. This unhappiness can cause a variety of short term and long term issues for the brand. Unhappy customers can significantly affect the brand reputation and brand identity. The Dubai and in fact the entire UAE is a very competitive market.
There are so many options available to a customer, that even a single bad experience could repel them. Due to this competition the customer’s standards and expectations are also very high. In such scenario the self-service interactive kiosks can be a game-changer. The interactive kiosk is available and accessible 24/7 hence people can utilize the services without worrying about the timings or waiting lines, at the business.
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Sometime businesses place these kiosks at the business to expand their service counters by adding self-service counters in a branch. Sometimes businesses use these interactive kiosks to reach out to further markets, or to provide services in remote areas or areas without easy customer reach. Hence the customer don’t have to wait for extended periods of time and there are no queues either, which significantly improve customer experience and customer journey.
More Freedom and Control
When a customer if provided with more freedom and control over their interaction with the business the chances are that 8 out of 10 interactions will end up happily. When a customer has to go through the traditional journey, then they must have to wait in the queues, or maybe in the waiting area, or even if they just have to wait for a few minutes, they still know that there are people after them. The customer service agent also knows that hence the customer and the service agent both will try to wrap up everything as quickly as possible without wasting any time.
This scenario is not as that ideal, the customers mostly don’t get a chance to communicate with the service agent or two discuss more things to learn more, etc. However with an interactive kiosk, there is no wait time, no service agent staring at customer’s face, everything is available to the customers through intuitive interface. The customer can easily access various different service using interactive kiosks, and they can also access useful information.
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The customers are under no pressure or waiting line or queues, they are not worried about asking the same thing twice, they have more freedom and control over the choices they make. That is why the customer experience is better and improves too.
Gather Business Intelligence Data
Business intelligence data is a key component for the strategy making and future planning process. The interactive self-service kiosk is a great tool to collect valuable business intelligence data. Another great benefit of digital system is that it can collect data from each and every touch point of the customer journey. The data can be classified in different categories and can be provided to the relevant management and stockholders who can utilize this data to build reports, make strategies, set future goals and take actions.
The business intelligence data can provide deeper understanding of the customer persona, their preferences, liking/disliking, market trends and much more. Furthermore businesses can collect valuable customer feedback data which can also be combined with business intelligence to get even better understanding of the customer’s mind, their problems, complaints, their needs and their expectations. Hence a business can invest its resources in the right direction to improve their profitability, ROI, and revenue.
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Conclusion
The interactive kiosks are a great tool to improve customer experience and customer journey. The interactive kiosks can be offered as a substitute of the traditional counter, or can be installed on remote locations and in near proximity of the customers. Hence the customer can easily access services 24/7 without any interruption or being worried about the timings of the office or traveling during busy hours, etc. The interactive kiosks help digitalizing the services which improve various business processes and further reduce the customer efforts and simplify the customer journey.
Happy and satisfied customer experience lead to a good relationship with the business and help improving business’s reputation and image as well. RSI Concepts is a leading interactive kiosk system provider in Dubai, UAE. If you are a property management company and you want to transform your customer’s experience, feel free to reach us through our Contact Us page or leave a comment in the comment box below and we will get in touch with you soon.
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