Action Property Management Drives Major Customer Service Gains with Zendesk AI Integration

Action Property Management announced strong service performance gains made possible through its implementation of Zendesk’s customer support platform and AI capabilities. With the goal of delivering faster, more accurate and personalized support to homeowners and board members, the company has seen significant improvements in key service metrics since deploying Zendesk across its support operations.

Homeowners associations require nuanced support due to their unique rules and operational complexities. To meet this challenge and provide world class service at scale, Action Property Management consolidated its support across channels using Zendesk. The unified platform allows agents to manage inquiries from phone, email, and live chat in a single system. By enabling AI driven solutions throughout the service journey, the company accelerated responses and empowered residents with more effective self-service.

Since adopting Zendesk AI, Action Property Management achieved:

• An 81 percent reduction in average first response time, dropping from 390 minutes to just 74 minutes.
• A 20 point increase in customer satisfaction scores.
• AI automation handling a high volume of chat inquiries without direct agent involvement.

“Zendesk AI has helped us streamline how we serve our communities,” said Josh Chase, Director of Operations at Action Property Management. “The ability to respond faster and let residents interact in ways that work best for them has had a real, measurable impact on satisfaction.”

Beyond faster responses, Zendesk’s AI tools assist agents in real time, providing context specific knowledge for each association. The platform also gives leadership deeper insights into support trends and performance. These improvements help Action fulfill its mission of helping people love where they live by ensuring support interactions are timely, relevant and tailored to each unique community.

For more details on how Action Property Management leverages Zendesk to deliver exceptional homeowner support, visit the full customer story on Zendesk’s website.