--- title: Housing Solutions Chatbot by Prodo description: A closer look at Housing Solution's new chatbot that now handles over 85% of their online conversations! --- [![Prodo Logo](https://www.prodo.com/hubfs/Prodo%20Logo.svg) ](https://www.prodo.com?hsLang=en) [![CONTACT US](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef.png)](https://hubspot-cta-redirect-eu1-prod.s3.amazonaws.com/cta/redirect/25768235/a3a54c3c-fbde-4800-b3a6-63dc106d37ef) ![Housing Solutions Chatbot](https://www.prodo.com/hubfs/Prodo%20Website%20Images/Case%20Study%20Images/Housing%20Solutions%20Chatbot-1-1.png) # Housing Solutions' chatbot handling over 80% online conversations **What we did:** Chatbot [Contact us **](https://www.prodo.com/contact?hsLang=en) ![Housing Solutions Chatbot](https://www.prodo.com/hubfs/Prodo%20Website%20Images/Case%20Study%20Images/Screenshot%202020-04-07%20at%2016.24.25.png) ![shape-8](https://www.prodo.com/hubfs/shape-8.png) ![Shape-9-3-1](https://www.prodo.com/hs-fs/hubfs/Shape-9-3-1.png?width=262&height=260&name=Shape-9-3-1.png) ## Taking customer communication to the next level Having worked with Housing Solutions for a number of years, we knew a [chatbot](https://www.prodo.com/expertise/chatbots?hsLang=en) was the next project to take on. Using [HubSpot's](https://www.prodo.com/hubspot/diamond-partner?hsLang=en) Conversations tool, it can be custom-built and designed to meet the specific needs of tenants, with initial development and ongoing iterations to make it feel on-brand and personable. Our wealth of experience in conversational marketing meant we could provide expert consultancy to make sure it asks all the right questions to give tenants the right answers. #### “With more and more customers starting to use our portal, having a chatbot to methodically walk our customers through any queries whilst providing access to information quickly and efficiently made perfect sense.” Richard Harvey, Head of Digital & Information Services at Housing Solutions ![Housing solutions](https://www.prodo.com/hs-fs/hubfs/Housing%20solutions.png?width=340&height=105&name=Housing%20solutions.png) The chatbot replaced Housing Solution’s previous live chat function, able to handle all of those routine enquiries and as a result, free up valuable time from the contact centre to be better utilised elsewhere. Tenants can triage and solve enquiries online, with the bot designed to find a web-based solution wherever possible before handing over to a live agent or leaving a message if no one is available.   The conversation is human-like and friendly, with logical triggers in place and key automation paths built-in to make the process as quick and easy as possible for the end-user. It has been deployed across all areas of the website and works on mobile, too, giving the tenant the power to resolve common queries like ‘How to pay my rent’ and ‘How to report a repair’ themselves without the need to phone the contact centre. ![HS x Prodo Bot](https://www.prodo.com/hubfs/Prodo%20Blog%20Images/HS%20x%20Prodo%20Bot.jpeg) ![shape-5-2-1](https://www.prodo.com/hubfs/shape-5-2-1.png) ![shape-6](https://www.prodo.com/hs-fs/hubfs/Prodo%20Assets%20-%20May%202020/shape-6.png?width=262&height=260&name=shape-6.png) ## 85% #### majority of enquiries handled by the bot ## 2700+ #### conversations started with the bot in its first month ## 229 #### average chats handled each week ![half-ring-4](https://www.prodo.com/hs-fs/hubfs/Prodo%20Assets%20-%20May%202020/half-ring-4.png?width=158&height=141&name=half-ring-4.png) ![half-ring-5](https://www.prodo.com/hs-fs/hubfs/Prodo%20Assets%20-%20May%202020/half-ring-5.png?width=129&height=197&name=half-ring-5.png) ![square](https://www.prodo.com/hs-fs/hubfs/Prodo%20Assets%20-%20May%202020/square.png?width=100&height=100&name=square.png) ![half-ring-6](https://www.prodo.com/hubfs/Prodo%20Assets%20-%20May%202020/half-ring-6.png) ## Explore more of our work... #### Pushing RBH's digital customer service ahead of the curve 5000+ portal sessions in first year [Find Out More **](https://www.prodo.com/work/rbh?hsLang=en) #### Driving forward digital innovation with Housing Solutions 50% increase of portal usage year-on-year [Find Out More **](https://www.prodo.com/work/housing-solutions?hsLang=en) #### Discover Orbit Move: Winner of the Most Innovative Housing App 100% of applications now processed digitally [Find Out More **](https://www.prodo.com/work/orbit-move?hsLang=en) #### Pushing RBH's digital customer service ahead of the curve 5000+ portal sessions in first year [Find Out More **](https://www.prodo.com/work/rbh?hsLang=en) #### Driving forward digital innovation with Housing Solutions 50% increase of portal usage year-on-year [Find Out More **](https://www.prodo.com/work/housing-solutions?hsLang=en) #### Discover Orbit Move: Winner of the Most Innovative Housing App 100% of applications now processed digitally [Find Out More **](https://www.prodo.com/work/orbit-move?hsLang=en) ** ** [![Footer-logo](https://www.prodo.com/hubfs/Footer-logo.svg) ](https://www.prodo.com?hsLang=en) [Let's collaborate](https://www.prodo.com/contact?hsLang=en) - - - - Back to top - [hello@prodo.com](mailto:hello@prodo.com) - [0844 871 7272](tel:08448717272) - The Stables, Little Heath Rd, Littleton, Chester, CH3 7DW - © 2021 Prodo - [Terms and conditions](https://www.prodo.com/terms-conditions?hsLang=en) - [Privacy policy](https://www.prodo.com/privacy-policy?hsLang=en) - ![logo-grid](https://www.prodo.com/hs-fs/hubfs/logo-grid.png?width=2000&name=logo-grid.png) ![websights](https://ws.zoominfo.com/pixel/62615c824b53e800128b500d) ![](https://px.ads.linkedin.com/collect/?pid=1039588&fmt=gif) ```json { "@context" : "https://schema.org", "@id" : "https://www.prodo.com/", "@type" : "LocalBusiness", "address" : { "@type" : "PostalAddress", "addressCountry" : "GB", "addressLocality" : "Chester", "addressRegion" : "Cheshire", "postalCode" : "CH3 7DW", "streetAddress" : "The Stables, Little Heath Road, Littleton" }, "aggregateRating" : { "@type" : "AggregateRating", "ratingValue" : "4.9", "reviewCount" : "11" }, "description" : "We are Prodo, a digital transformation agency based in the North West. We build powerful platforms specifically built for housing associations to drive channel shift.", "geo" : { "@type" : "GeoCoordinates", "latitude" : 53.191217, "longitude" : -2.837173 }, "image" : "https://prodo.com/hubfs/Prodo%20Website%20Images/Website%20Imagery/Featured%20Images/Prodo%20homepage%20featured%20image.jpeg", "logo" : "https://www.prodo.com/hubfs/Prodo%20Logo.svg", "name" : "Prodo", "openingHoursSpecification" : { "@type" : "OpeningHoursSpecification", "closes" : "17:00", "dayOfWeek" : [ "Monday", "Tuesday", "Wednesday", "Thursday", "Friday" ], "opens" : "08:30" }, "sameAs" : [ "https://www.linkedin.com/company/prodo-digital/", "https://www.facebook.com/prodo.chester/", "https://www.instagram.com/prododigital/", "https://twitter.com/Prodo" ], "telephone" : "0844 871 7272", "url" : "https://www.prodo.com/" } ```