Joivy: customised solutions for living spaces

Rising to the challenge of serving younger, more demanding customers

With a young, international clientele, Joivy has established itself as the go-to site for people looking for a community where they can live, study and work. However, as their activities have expanded, managing interactions with tenants and maintaining the expected level of service has become increasingly complex.

“Before implementing Zendesk, Joivy relied entirely on phone calls to respond to customer requests,” says Francesco Postiglioni (CX Manager). “It’s an ineffective method for most young tenants, who are used to more immediate digital communication tools.” Indeed, the tenants found it frustrating to use an app with limited, unintuitive features to interact with customer service. Additionally, many requests were lost or resolved late due to fragmented handling and a lack of adequate tools to track their status.

A radical change was therefore required: Joivy needed to move to a more advanced and flexible customer support platform to improve their customer experience and effectively manage growing demand.

The benefits of a powerful and flexible solution

Zendesk offered Joivy a flexible platform that could be easily integrated with its internal systems, with the added benefit of leveraging automation and artificial intelligence to handle requests more quickly and efficiently throughout the entire lifecycle – essentially covering the whole customer journey.

In the initial phase, the customer authentication system enables the unique identification of each customer and ensures that tickets and interactions are correctly associated using the customer’s phone number and code. What’s more, the agent workspace enables support teams to send and receive photos and videos, in addition to making video calls – very useful for getting an accurate and immediate representation of the situation at hand, for example, if maintenance is required.

The information is then sent directly to the CRM and handled by the appropriate team, who, if necessary, contact the technicians and arrange an on-site intervention.

The customer can view and monitor the progress of the ticket directly on the app and also check previous tickets. Once the ticket is closed, the customer can provide feedback by indicating their level of satisfaction.

These results were also made possible by the fact that, as Francesco Postiglioni (CX Manager) says, “Integrating Zendesk with our other company systems was a smooth process that brought enormous benefits both to us and to our customers.”

In particular, Joivy uses Zendesk Support embedded with WhatsApp to manage maintenance and support requests. AI is used to automatically classify and assign tickets, simplifying the workflow. Additionally, integration with the internal CRM enables seamless management of customer information, thereby greatly enhancing the customer experience. This is demonstrated by their CSAT score of 98%, achieved in part due to feedback requests at the end of each support interaction, which have a 60% response rate.

The integration of Zendesk has profoundly transformed Joivy’s operations: where before a report might have taken up to 15 days to resolve, optimised ticket management and video calls now enable most issues to be resolved in less than 24 hours.

The reduction in maintenance request resolution times has also led to lower operating costs, due to the reduced need for on-site technical interventions, the consolidation of all customer support operations into a single digital platform and the automation of many processes, made possible in part by AI.