Programme allows developer to address buyers’ needs


  • Metro News
  • Tuesday, 11 Feb 2020

A PROPERTY developer has rolled out a new customer experience management programme as part of efforts to enhance the customer service experience for homebuyers.

Mah Sing Group Berhad’s engagement with Qualtrics makes it one of the first property developers in Malaysia to deploy Qualtrics CustomerXM, enabling it to better understand and address customer needs.

Qualtrics CustomerXM is used to collect, understand and take action on customer experience data — which are the beliefs, emotions and sentiments of Mah Sing’s customers.

It offers omni-channel survey distribution where Mah Sing can reach out to its customers through email, SMS and QR code.

Mah Sing plans to collect input from stakeholders at each stage — from the initial contact at Mah Sing’s sales gallery to the mid-phase where homebuyers make their booking to the point of surrendering vacant possession of the housing units.

The data obtained from surveys done will allow Mah Sing to better understand the views and perspectives of its buyers and ultimately help the company offer better overall customer experience to its valued stakeholders.

Mah Sing chief executive officer Datuk Ho Hon Sang said by using the experience data provided, Mah Sing was able to identify key moments in the customer life cycle.

“It enables our customer service team to better understand our customers throughout their home ownership journey and to continuously enhance the customer support.

“Qualtrics also enables us to capture customer feedback in real time, analyse it quickly and rapidly get insights which are then cascaded to key decision makers and front line staff to take action.

“The digital era has changed customer expectations in industries all over the world. We want our customers to feel that they are valued and have a voice.

“We believe that this customer experience management programme will help us to interact with our homebuyers and provide better quality service to them. This will help to strengthen our relationship in the long-term, ” he said.

Qualtrics CustomerXM allows companies to predict, deliver, measure and respond specifically to customer needs, in order to improve the customer experience and impact key business outcomes such as customer lifetime value, acquisition and retention.

Organisations from more than 100 countries use Qualtrics to close the gap between what customers expect and the experience they receive.

Qualtrics South-East Asia head Foo Mao Gen said, “Brands choosing to compete on experience in today’s economies become category leaders.

“It’s therefore critical for companies to have a single system of action enabling them to design and deliver better experiences by taking action on the data they collect.

“By selecting Qualtrics, Mah Sing can focus its efforts on providing a better quality of service to their customers, which will translate to long-term strong business growth.”

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