The lack of expertise and the conflicts and inconveniences caused to customers are problems that arose from the absence of technology in previous customer services, and many issues also occurred when technology was used in ways that were disconnected from reality.
New solutions that can address all "mistakes" and gaps in customer service are what management organizations and contractors are seeking. Demego offers differentiation.
Problems in customer service caused by the lack of technology:
Common issues in customer service arise when technology is not applied or is ineffective in the process of collecting customer feedback and handling requests in apartments and residential areas.
1. Conflicts arise between residents and management companies when operational management staff fail to fully address residents' daily needs, provide delayed or inadequate responses, or give unconvincing reasons for unresolved issues.
When management teams do not consistently record residents' feedback, residents feel inconvenienced as they must repeatedly raise the same concerns.
In cases where residents need support in collaborating with construction companies or government agencies (e.g., temporary residence registration, issuing of resident ID cards), the lack of assistance or proper connections adds to their frustration.
Demego's Technological Solutions
Using technology in customer service through mobile applications and software has offered numerous advantages over traditional management solutions. Specifically, software enables companies to reduce manpower, save operational time, and help users complete tasks faster and more conveniently.
This approach has garnered positive feedback from investors who leverage Demego’s customer service and technology-driven building management services.
Demego is the first company in Vietnam to independently develop software and manage the operations of apartment and urban development projects. This is considered a groundbreaking innovation in Vietnam’s operational management sector, benefiting operating companies, investors, and residents/customers alike.
Advantages and Convenience of Technology in Demego’s Customer Service:
1. Q&A Module and E-Learning Materials: Provides staff with quick and accurate responses to issues through a library of scenarios and solutions, ensuring residents are satisfied with the information they receive.
2. The app records information and reports for each apartment: Users can access all customer reports, track the current status of issue resolution, and identify any pending problems. This eliminates the need to repeatedly ask customers for information, preventing inconvenience. As a result, customers are satisfied with fast, timely, and accurate responses.
3. Residents can directly chat with the management office regarding any issues, and the management office will actively provide contact information to help residents easily connect with relevant government agencies.
It is highly convenient for customers and extremely effective for the management office. This is exactly how Demego applies technology to deliver customer service for its partners.