Knightstone pioneers Messenger website plugin

16 January 2018

As part of our ‘digital first’ approach to make customer lives easier, relationships stronger and services more accessible, we have become one of the first adopters of Facebook’s integrated Messenger widget.

In November, Facebook launched Customer Chat, a Messenger plugin that lets organisations have conversations with customers via their own website. Last month, we became one of the early businesses to deploy the plugin to our website and have already seen tremendous results.

Melissa Barber, our Head of Communications, said: “To be a business fit for the future, we must embrace a contemporary approach to the way we deliver our services to our residents. We want our customers to experience a brilliant digital service when they interact with us, and for us, that starts with Messenger.

“We want our customer contact to be seamless. The tool enables people to start conversations with us on our website, and then be able to continue to chat with us via their Messenger app.”

In the first six weeks since launching Messenger on our website, our instant messaging conversations have more than tripled. 

At the heart of our social strategy is to engage with the people that live in our homes in a targeted way, building a digital community that drives value, and developing ambitious customer engagement performance targets to contribute to wider business transformation.

This year, we embarked on a social strategy to grow our online communities, brand engagement and increase self-serve transactions online. In August, we appointed Bristol-based digital and creative agency, Creation to support our social media drive.

Harry Bevan, Senior Strategist at Creation said: “We’re excited to be partnering with Knightstone to guide their social media strategy. For us, it’s all about letting the customer choose the channel which suits them, being relevant to their needs, and giving the best service wherever that happens. Knightstone’s culture of innovation allows us to be really ambitious and agile with our solutions.”

Each year, we handle around 82,000 customer queries. After carrying out extensive customer research and data mapping, we’ve recognised an opportunity for up to 75% of these conversations to happen online, generating a quicker, more efficient service for the customer, and value for money for the organisation.

Melissa continued: “We’ve already taken big steps forward by developing our My Account online customer portal, a one-stop shop where residents are able to manage their tenancy with us. By having our portal, we’re constantly collecting data about our users’ experiences online, and owning the data means we can constantly strive to meet the challenges we face today, and into the future, by developing relevant and meaningful solutions for our customers. It’s our data that’s helping us to plan, design and personalise our digital services.”