Belong: Gaining full visibility throughout a long user journey

About Belong

Belong specializes in property management and real estate services with the goal to make the experience of renting, owning, and managing long-term rental homes more seamless and efficient for both homeowners and renters. As a Technology Enabled Service (TES), it offers a platform that connects homeowners and renters, providing various services like finding tenants, handling maintenance, and managing the financial aspects of rental properties. The platform is designed to simplify the process for homeowners (often referred to as “members”) by providing them with tools and support to manage their properties more effectively. For renters, Belong offers a higher quality of service and a better overall rental experience.

Challenges

To truly prevent issues that arise throughout the rental journey, Belong delivers a seamless and efficient end-to-end property management experience for both renters and homeowners by offering a broad range of services through its platform. However, Belong is managing both the relationship between homeowners and renters, as well as the physical services in the home, there are ample opportunities for conflict to arise. These conflicts can be both stressful and costly for those living in or owning rental homes, and also highly emotional (as families’ lives are affected by issues arising in the home).

While customer feedback can be collected through CSAT (Customer Satisfaction) surveys  after each conversation, and NPS (Net Promoter Score) , this approach only provides insights after the fact, often once the issues have escalated and relationships became unrepairable. Given that the rental journey is so broad, it becomes impossible to track the  customer experience at each step, resulting in a fragmented view. To deliver top-notch service, Belong aims to proactively manage customer experiences through AI-based sentiment analysis, ensuring full visibility into where and when issues arise throughout the user journey before the relationship between homeowners, renters, and Belong becomes unrepairable.

Solution

Syncly partnered with Belong to swiftly identify, prioritize, and address customer concerns by offering real-time insights and a comprehensive view of the customer journey throughout the maintenance and repair services process.

Real-time feedback collection

To ensure an outstanding and adaptable property management experience, Belong focuses on thoroughly understanding customer feedback and sentiments throughout the entire customer journey. Syncly captures feedback from various channels at each step of the on-platform service journey, providing Belong with immediate insights into customer emotions and concerns. Syncly’s insight AI delivers a real-time, concise overview of each piece of feedback, including essential details such as category, sentiment, and submission time. By aggregating data from different touchpoints, Syncly offers Belong a unified and comprehensive view of the customer journey. This holistic perspective enables Belong to grasp the overall customer experience and identify patterns or recurring issues effectively.

Comprehensive View of the Customer Journey

 Belong  continuously monitors customer sentiment to identify negative trends or dissatisfaction early through Syncly’s dynamic sentiment analysis. This method enables Belong to understand renters’ feelings about maintenance and repair services at each stage, even when dealing with third-party service providers. For example, if a renter submits a repair ticket for a washing machine but has questions about the billing process for a water pipe replacement, Syncly’s analysis of the feedback’s context, tone, and flow helps Belong assess whether the renter’s sentiment is positive or negative. Positive feedback allows Belong to recognize and implement best practices, while negative feedback reveals specific issues, such as inadequate explanations for the water pipe replacement, high costs, or unanswered questions. This insight helps Belong tailor interactions and services to proactively address customer needs, ultimately enhancing satisfaction and personalization.

Prioritization of critical issues

With Syncly’s customers AI, Belong can categorize customer concerns not just by overall sentiment but also by the intensity of those sentiments, such as ranging from mild dissatisfaction to severe frustration. Belong’s product team leverages this capability to prioritize issues based on their urgency and impact. By analyzing varying levels of sentiment intensity, they can focus on the most pressing concerns, ensuring that critical issues are identified and addressed promptly. This targeted approach allows the product team to allocate resources more effectively, dedicating attention and effort to high-intensity issues that require immediate intervention. With these insights, they can refine and enhance the product offering, ultimately improving response strategies, increasing customer satisfaction, and ensuring more efficient management of customer concerns.

Impact

Belong strives to provide a seamless property management experience by ensuring high-quality services, even amidst the complexities of interactions with third-party contractors and challenges in tracking customer feedback at every step. With Syncly’s real-time feedback collection and dynamic sentiment analysis, Belong is able to gain a unified and detailed view of the customer journey allowing the prompt identification and prioritization of critical issues based on sentiment intensity, thereby improving the efficiency of issue resolution and enhancing overall customer satisfaction. Furthermore, by continuously monitoring and analyzing feedback, Belong can proactively refine its service strategies, ensuring sustained improvements and a consistently positive experience for all customers.