Over the years, we have not only built and developed our digital end-to-end letting solution but have also placed increasing focus on our customer service. The biggest challenges are, on the one hand, presenting complex matters as simply as possible for our users and, on the other, not losing the personal connection as automation progresses.
Immomio’s customer care is not just customer service, but comprehensive support for the customer. Above all, this means helping users as well as possible to get the most out of the letting solution. We asked Julian, Head of Customer Care at Immomio, how our team of experts delivers this support.
How does customer care work at Immomio?
Julian and his team receive their daily enquiries via three main channels. “Around 60% of all enquiries already come in via our chat. Around a third come directly by email and the remaining 10% by phone.” Direct contact with customers is extremely important to him personally. “I’m always pleased when customers write to me or call me directly. Together, we then try to find the best possible solution for their particular issue.”
The heavy use of the chat function shows how important quick and simple solutions are for successful customer care. The team has set itself the major goal of handling all enquiries simply. But it should be even simpler for the customer who needs support. Our Head of Customer Care is enthusiastic about the ticket system in use: “With the tool we use, we have found not only the best solution for us internally but also the ideal solution for our customers. Each ticket can be answered separately and receives an update relatively quickly. This means no customer is left alone with their issue.”
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Motivation
The consistently positive feedback from customers is a special motivation for the customer care team. “Besides the customer feedback, we are also big fans of Immomio and excited about how our solution has developed over the last few years,” says Julian.
Over the last few years, the digitally savvy customer care specialist has been part of every stage of Immomio’s development and is convinced that “we have gained an incredible amount of speed in our support.”
This spurs him and his team on to continue nurturing and improving personal customer relationships.
Personal connection & automation
Automation in the customer service workflow helps the team maintain a consistent working process while becoming even more efficient. The head of the Customer Care team has mixed feelings about automated replies: “Automation is good as long as it helps the customer in the best possible way.” Immomio provides automated help quickly and easily via its internal knowledge base. Nevertheless, one point is immensely important: the personal touch in the replies must never be lost.
97% of all customers are “very satisfied” with our team’s answers.
“For me, perfect support consists of speed, easy accessibility and, above all, the personal touch. Nobody should feel that they are only talking to robots. Most customers know me and we know our customers. We know their different pain points and try to help personally and quickly.”
The greatest strength is individual customer care
This is also one of the greatest strengths of Immomio’s support: quick and personal answers tailored to each customer. Julian and his team also try to keep the barrier to making an enquiry as low as possible.
“With three channels – chat, email and phone – we offer something for every type of communicator.”
And the speed of the support can be expressed quite simply in figures:
The average response time to a question across all three channels is 40 minutes (for premium support customers). In the chat, the response time is even significantly shorter: on average, the person making the enquiry can expect the first reply after just 2 minutes.