The Role & Function of Bproperty Customer Service

Every day from 9:30 am, the very next move of our potential customers is determined at Bproperty. At 9:30 am every day, one can embark on their mission to fulfill their dream of owning a home. At Bproperty we take pride in what we do and seek to cater to the needs of our customers with utmost passion. However, when the clock hits 9:30 am, it is our Bproperty customer service team who starts us rolling every single day. But, what exactly are the roles of Bproperty customer service and how do they operate as a team? In today’s blog, we will explore the ins and outs of the role and function of Bproperty customer service.

Role of Bproperty customer service

Just like every other service-oriented company, the core role of Bproperty customer service is to provide necessary guidance and direction to our customers. But the role only extends from there. In most cases, our CS (customer service) team is the first point of contact for most potential customers (unless they come directly into our office) who want to take our renowned property services. So our CS team is directly responsible for representing our brand when interacting with current or potential buyers.

Also, nurturing the customer is something that our CS team takes very seriously. They help influence our customers and convince them of our strengths and capabilities. Another core objective of our CS team is to retain our customers by building trust through our solid support. At our core, we believe in customer satisfaction. And that’s why we go that extra mile to follow up with our customers at every step of the service process.

How they function as a team

Every day starts with a briefing which our CS team calls the Daily Clinic. There, everyone is briefed about the highlights and the changes that they must know. Shortly after the session, our customer service team returns to the respective tasks that they were assigned and log in to the live platform with our customers.

Our customer service team works in three different stages with three different types of customers. And distinguishes them into Inbound Customers, Outbound Customers, and Digital Customers. All the customers who reach us organically are our Inbound Customers. Customers who come in contact with our CS team through our various online campaigns are our Outbound Customers. And those who contact us through emails, website chats, and social media platforms are our Digital Customers. Depending on the type of customer, our CS team takes different approaches. Because customers who reach us through online campaigns will have a different set of questions and queries than the ones who reach us organically.

Challenges they face

But like every other service provider, we also face challenges while serving our customers. One of the most common challenges that the Bproperty customer service team faces is managing the large number of customers we have at any given moment. Reaching out to customers is not always easy. Time constraint is an issue that we are still trying to resolve to the best of our ability. Another important thing when it comes to providing services is properly identifying customers to get them registered in our system in order to follow up smoothly with them.

We are taking every possible measure to improve our system by broadening our communication avenues. That is to say, after the first conversation, if we can’t reach our customers and clients through a primary means of communication such as a phone call, we try to communicate with them through other channels including emails, social media, WhatsApp, and text messages.

How they manage complaints

Another major area that every customer service team has to focus on is complaint management. Not everybody has similar experiences when it comes to getting the service they want. We wholeheartedly believe while our CS team strives to provide industry-leading property services, there is still room for improvement. And to ensure that, we present our dissatisfied customers with a detailed explanation of the problem and why that occurred in the first place to ensure first, that our understanding was clear, and second, to form a resolution to prevent such a thing from happening again.

We know that there is no substitute for solid customer support in order to maintain a healthy relationship with the customers. This is true for every kind of business and is especially true for online services. With Bproperty, if you need assistance anywhere while looking for a property to rent or buy, support is just a click away. Not only that, you will always be backed up by follow-up queries if there are any; ensuring a smooth experience throughout.

Running a business is not without its challenges. It’s a team effort. In order to achieve success, every department must do its part and needs to come together to create a harmonious environment. Only then can a company become successful.