Delivering a new level of customer engagement

Private Property South Africa
Barrie Knox-Davies

I can’t help but reflect on the recent furore in the media around the FNB / ANC advertising campaign, and to commend FNB for having capitalised extensively on a provocative campaign that has had everyone talking. Originally though, they were the bank that coined the phrase “How can we help you?” This has become something of a cliché these days, with one of their competitors running an “Ask once” campaign.

So, one asks, what is on the cards from with respect to service in 2013?

In 2012, I spent many hours looking at how the support centre was positioned to offer our customers a level of service that would be something to be proud of. We ended the year by changing our voice prompt on our national call centre number to direct all enquiries to one of our eight operators, removing the “choose a queue” feature. This has resulted in our call volumes going up, but we believe people want to be able to talk to someone as soon as possible and it has been a great step in the right direction.

We are following up in 2013 with many more significant improvements to the ways in which we want to engage customers. Currently I am implementing a system that allows customers the opportunity to troubleshoot a database of FAQs and business rules that will ensure everyone understands how our systems work. This is currently being implemented and will be visible on the website during the course of February, along with a concise list of how to engage the customer support centre in the most effective way depending on the issue you need addressed.

Watch this space – as this is only the beginning of the enhancements we will be making during the course of the year. It is going to be an exciting year for the property industry and we are here to make the experience a highly engaging one for all of us.

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