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Transforming Kin Living's Property Management with Zendesk Help Centers and Community Forums
Through Smoothen's expert guidance, Kin Living successfully transitioned from Salesforce to Zendesk and significantly improved their tenant support infrastructure. The 17 help centers and community forums not only elevated the tenant experience but also empowered the support team to efficiently manage and update resources. With a focus on aesthetics, usability, and knowledge transfer, Smoothen's efforts set a benchmark for delivering exceptional customer support in the property management industry. Kin Living's commitment to providing top-tier support contributed to their reputation as a leader in high-end condo property management.
In the competitive world of high-end condo property management, providing exceptional customer support is crucial for retaining satisfied tenants. Kin Living, a leading property management company, recognized the need to upgrade their customer support infrastructure to enhance tenant experiences. They sought the expertise of Smoothen, a trusted Zendesk consulting firm, to help them make a seamless transition from Salesforce to Zendesk and elevate their support services.
The Challenge: Kin Living faced several challenges in their customer support system. Their previous platform, Salesforce, lacked a user-friendly interface for tenants to access relevant information easily. They needed a comprehensive solution that could cater to the needs of their tenants and streamline communication effectively. Smoothen had the task of building 17 help centers and community forums on Zendesk while ensuring a smooth user experience similar to their previous setup.
The Solution: Smoothen's team of Zendesk experts meticulously planned and executed a comprehensive solution to address Kin Living's challenges. They took the following steps to enhance the property management company's support infrastructure:
Transiting from Salesforce to Zendesk: Smoothen helped Kin Living migrate from Salesforce to Zendesk without any data loss or disruptions. They ensured a seamless transition to minimize any negative impact on tenant experiences during the changeover.
Help Center Development: To cater to the diverse needs of Kin Living's tenants, Smoothen built 17 distinct help centers, each dedicated to a specific property. Each help center was equipped with a user-friendly interface, making it easy for tenants to find the information they needed promptly.
Structured and Comprehensive Content: Smoothen organized the help centers with well-crafted FAQs and resources that addressed common queries and concerns. The team properly formatted articles with headings, making them easy to read and comprehend. Over 600 articles and documents were added and formatted to keep tenants updated on the latest building updates and news.
Aesthetically Enhanced Interface: The help centers were aesthetically improved with attention-grabbing titles, headings, and intuitive categories. The visually appealing design made navigation effortless for tenants, encouraging them to explore the available resources.
Knowledge Transfer and Training: Smoothen took the extra step of empowering Kin Living's team by providing comprehensive training on adding articles and maintaining formatting standards. This knowledge transfer ensured that Kin Living's team could continue updating the help centers independently in the future.
Community Forum Implementation: In addition to the help centers, Smoothen integrated community forums where tenants could interact, share experiences, and seek assistance. The forums became a valuable resource for tenants to engage with one another and enhance their sense of community.
Beyond the Project Scope: Understanding the importance of Kin Living's long-term success, Smoothen went beyond the project scope and advised the client on optimizing their Zendesk account and implementing best practices. This included strategies for efficient ticket management, automations, and reporting.
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