Stéphanie Romeuf is the communications manager of the social landlord Caen la mer Habitat and a Botnation client since 2021. With her team, she deployed the chatbot project to improve exchanges with tenants. She tells us about her experience as a Botnation.
Introduce yourself and your company…
I am Stéphanie Romeuf, communications manager at Caen la mer Habitat, the first social landlord of the urban community of Caen la mer, in Normandy. With a portfolio of almost 11,500 housing units, we house nearly a quarter of the population of Caen.
What were your issues before launching your chatbot?
Our office is very close to its tenants. We are trying to develop innovative solutions, especially for our contact methods. We have a dedicated switchboard, a website, an online tenant space and a Facebook page. We wanted to offer a complementary communication channel to our tenants, so that they can reach us 24 hours a day, at least for “simple” questions that do not require the intervention of a consultant.
How did you come to the conclusion that a chatbot would meet these needs ?
We did a benchmark, attended a few webinars and shared with other funders who have already implemented this approach. This seemed to us to be relevant, at a lower cost.
Why did you choose the Botnation solution?
After studying several alternatives, Botnation appeared to be the solution with the best quality/price ratio, with good ergonomics and ease of use. We really appreciated the support that was offered to us. Cyprien was always very reactive to answer our requests, to help us in our steps and to bring us his small tricks and tips. We appreciate the fact that adjustments are made in real time on the site.
How did you build the chatbot? What was the creative process?
We set up a small project group with the communication department, the head of the Customer Relations Department and an employee from the quality and internal control department. We first exchanged on the type of presentation and the way it should be done, then we proposed the themes and the questions via a table where everyone could bring their ideas. We created the chatbot, proposed it for internal testing, and then launched it “for real”!
Have you been able to measure the first results?
Yes, we already have a good utilization rate. We gather the project group every month to study the users’ requests to which the chatbot could not bring an answer in order to adjust its behavior as well as possible. It is not yet perfect but it allows a first level of information and a help to navigate in our website.
Would you have some advice for a company that also wants to launch a chatbot?
Set up a reactive and motivated project group… and don’t hesitate to get started, even if it doesn’t seem to be completely successful !
Find the chatbot Clemh on the Caen la mer Habitat website!