Together with real estate service provider Wincasa, we designed and developed the questionnaire and the user interface for the existing chatbot, which answers questions about tenant care. This way, we sustainably optimized customer service.

We worked hand in hand: Wincasa experts provided the necessary data and business know-how. Merkle designed the concept for the chatbot, created the content and developed a new design system. Wincasa then implemented this in their system landscape. 

Services

Consulting & Business Operations, Experience & Product Design

Industry
Services, Real Estate

Market
Switzerland

Using agile working methods and smart content creation, we were designing and creating the questionnaire and the user interface for the existing chatbot, which solves issues on the spot.

• Focus on customer needs: To offer users real added value, we analyzed relevant topics and tenants' customer requirements.
  
• Co-operative partnership: In collaboration with Wincasa, we jointly developed innovative solutions at eye level. Wincasa contributed valuable business know-how in stakeholder interviews and provided the relevant data, which we then analysed. Based on the insights gained, we developed creative ideas that were prioritised in joint workshops. Merkle took on the conception, content creation and design, while Wincasa was responsible for implementing them in their system landscape. A perfect symbiosis in teamwork.
• Agile working methods: We prioritized individual work steps in three-week sprints. This allowed us to move the project forward quickly and efficiently.
  
• Interactive content linked to design: We developed and implemented a content design that promotes human-like conversation between the rule-based chatbot and the users.

A digital customer advisor who solves problems straight away.

Wincasa's tenant platform and its rule-based chatbot were already in place. To enable tenants to use the platform even more efficiently, the barriers for any concerns need to be kept as low as possible.

So, within ten months, we overhauled the underlying catalogue of questions and designed and created a new user-friendly design system. In other words, we redeveloped the data basis for the rule-based chatbot in order to make conversations with users more human-like, using clear formulations, logical dialogue flows and personalization.

The result is smooth, comprehensible and pleasant communication that helps Wincasa to resolve concerns as quickly as possible.

It's great when the chatbot answers questions and provides the required documents at the same time. To do this, we were working with Wincasa to design a download function directly in the chat. For example, automatically generated letters of termination can be downloaded during the conversation.

In addition, auto-fill functions help with filling in forms and text fields. Based on recurring or frequently used information, they complete the entries automatically. The status line in the chat shows how much still needs to be completed.

With the date picker, users can conveniently select their date of birth, viewing date or cancellation date via a calendar, for example. And it's also easier for non-registered users: we ask them to create an account the first time they make an entry.

Some issues need a little more attention than others – all the better if a large proportion of them can be resolved automatically. This not only saves time for employees, but also for tenants, prospective tenants, tradespeople, caretakers, office or commercial tenants, works and authorities and property managers. 

The chatbot assigns their requests to different categories. For tenants, for example, there are six in total. In this way, it narrows down suitable answer options and helps with 346 types of problems and enquiries such as "broken stove" or "register pet". This noticeably reduces the workload on the service centre.

Service quality often suffers as a result of faster processing. Not in our case. On the contrary, the number of cancelled requests actually decreases.

By linking previously submitted enquiries and personal details, the chatbot independently suggests suitable solutions or provides the requested information during the first chat contact.

In this way, we are creating the basis for a future, scalable tenant portal: one that increases both customer service levels and first contact resolution.