There’s nothing more vital to a superior customer experience than great communication. This is especially true when external factors—things outside the direct control of the experience provider—have a strong influence on customers. If you’re a CRE provider, congratulations! That’s you. Traffic jams, transit disruptions, restaurant openings/closings, city utility work, weather, neighborhood construction, and any number of other outside forces impact your building occupants every day. The more effectively you keep your customers informed, the better they’ll feel about working in your building.
This is one reason we’re focusing so much on automated chat and messaging platforms (“conversational interfaces” or simply “chatbots” would be the more technical terms). Chatbots like Erica and Alexa have been around in our personal lives for a while, and we are seeing them pop up in our professional lives as well. If you’ve had a hard time so far understanding what chatbots mean for CRE, here are a few “coming soon” use cases for your building.
Imagine the following automated messages a chatbot might send to your occupants about things going on near the building:
- “Hi Phil, sorry to tell you this, but there’s a 20-minute delay on the Fitchburg line this afternoon.” (Pretty much evergreen, unfortunately!)
- “Looking to try a new place for lunch today? Shake Shack just opened near your building.”
- “Happy National Donut Day, Phil! Celebrate by checking out one of these:
- Kane’s Donuts, 4.9 stars, 0.3 miles away
- Union Square Donuts, 4.7 stars, 0.5 miles away
- Dunkin’ Donuts, 4.2 stars, 0.1 miles away”
Sometimes there are things you just need to know at the right moment:
- “Hey, Phil, there’s a severe thunderstorm warning in your area for the next 30 minutes. Be careful!”
- “Hi Phil, your work order request about it being too cold in the office is all set. Let us know how we did: 1 – Terrible 5 – Excellent” (The team at Building Engines HQ always warrants a 5-star rating.)
- “What’s up, Phil? The security desk just checked in Nicole Kidman to see you.” (You never know, it could happen!)
The very best part about chatbots is that they’re 2-way without involving a person on the management team responding to each and every message. For example:
- Service request
- Phil: “Hi I noticed there was a spill in the lobby, it needs to be cleaned up.”
- Bengie (the Building Engines chatbot: “Thanks for letting me know! We’ll take care of this cleaning issue and let you know when it’s done.”
- Venue scheduling
- Phil: “We’d like to host an event next Friday from 6pm – 10pm. Is the terrace space available?”
- Bengie: “Great news, Phil! The Terrace is available. Shall I book it for you?”
- Guest registration
- Phil: “I have a few people coming to visit tomorrow at 3:00pm: John Adams, Paul Revere, George Washington, and Ben Franklin.”
- Bengie: “No problem, Phil. I’ve put John, Paul, George, and Ben on the visitor list.”
Chatbots make many simple customer service tasks easier for a lot of users: checking bank accounts, booking flights, and ordering food from. With the introduction of Bengie, we’ve started applying this simplicity to CRE. We expect chatbots to bring tremendous benefits to the tenant experience in the industry. The examples above are just the beginning. Find out the benefits of chatbots like Bengie.