Connectivity U provides internet service and network support to property managers throughout Central Illinois. Their previous website was designed as a sales portal for potential customers and a dedicated resource for the thousands of tenants they serve. However, the site’s customer service functionality did not reflect the high caliber of Connectivity U’s support possibilities.
The Need
Rather than being able to reference a robust collection of support resources through the website, customers who needed help would have to call Connectivity U’s support line. The main goal of the site upgrade with Hancock.Build was to introduce new efficiencies so the site could be the first line of customer service, where clients could get their questions answered and problems solved. This, along with a general site overhaul for a clean, modern look and better user-experience, were the visions Connectivity U brought to Hancock.Build.
The Solution
The new site allows visitors to easily discover resources whether they are a property manager or current tenant of a property using Connectivity U’s services. The homepage functions as a simple and effective marketing pitch to potential clients, highlighting the benefits of partnering with Connectivity U.
Our collaboration with Hancock.Build not only improved our marketing and technical support but we have also gotten feedback from customers that our company image was boosted as well.
Along with their new website, we developed a complete AI customer support assistant that can chat with tenants to answer questions, troubleshoot common problems, and provide information on services provided. The AI model is trained on Connectivity U’s processes and systems, and can provide start-to-finish support for tenants.
We were presented with the AI chatbot option that we agreed to incorporate into the website. We are able to direct our customers to our website not only for updated information but for technical support which we were not able to do before.
A key feature of the website is the Tenant Support page, where tenants can access a wide range of online resources. This page provides help, answers to common questions, and links to support from the Connectivity U team. The built-in Knowledge Base offers searchable and organized information, providing tenants with 24/7 access to help without needing to call the support phone number.
The improvements to the Connectivity U site are a testament that while working with Hancock.Build will always lead to a shiny new website, it may also end up optimizing workflows and saving resources in ways you didn’t know were possible.
