Stéphanie Romeuf is communications manager at social landlord Caen la mer Habitat and a Botnation customer since 2021. With her team, she deployed the chatbot project aimed at improving exchanges with tenants. She tells us about her experience with Botnation.
Introduce yourself and your company…
I’m Stéphanie Romeuf, Communications Manager at Caen la mer Habitat, the leading social landlord in the urban community of Caen la mer, Normandy. With a portfolio of almost 11,500 homes, we house almost a quarter of Caen’s population.
What issues did you face before launching your chatbot?
Our office is very close to its tenants. We try to develop innovative solutions, particularly for our contact methods. We have a dedicated switchboard, a website, an online tenant space and a Facebook page. We wanted to offer our tenants an additional communication channel, so that they could contact us 24 hours a day, at least for “simple” questions that don’t require the intervention of an advisor.
How did you come to the conclusion that a chatbot would meet these needs?
We did a benchmark, attended a few webinars and exchanged views with other lessors who had already implemented this approach. It seemed to us to be a relevant and cost-effective approach.
Why choose Botnation?
After studying several alternatives, Botnation appeared to us to be the solution offering the best value for money, with good ergonomics and ease of use. We really appreciated the support we received. Cyprien was always very responsive to our requests, helping us through the process and providing us with tips and tricks. We appreciate the fact that adjustments are made in real time on the site.
How did you build the chatbot? What was the creation process?
We set up a small project group with the Communications Department, the Customer Relations Manager and an employee from the Quality and Internal Control Department. We began by discussing the type of presentation and process we wanted, then proposed the themes and questions via a table where everyone could contribute their ideas. We created the chatbot, tested it internally, and then went live!
Have you seen any initial results?
Yes, we already have a good usage rate. We meet with the project group every month to study user requests to which the chatbot has not been able to provide an answer, in order to fine-tune its behavior. It’s not perfect yet, but it does provide a first level of information and a navigation aid for our website.
Would you have any advice for a company that also wants to launch a chatbot?
Set up a responsive, motivated project group… and don’t hesitate to get started, even if it doesn’t seem quite finished!
Find the chatbot Clemh on the Caen la mer Habitat website!
