Girl looking at laptop

Generate Better Leads By Using Automation On Your Website

Automation is one of the best tools to work with leads on your property website. Instead of producing more leads, it’s crucial to consider the importance of better leads. Automation can mean several different things. Ultimately, automating a process allows technology to take the wheel and handle more menial tasks, so that team members have more time to focus on more complex duties. Automation can come in many forms, including chatbots and lead nurturing.

The Challenge

When people visit websites, they are faced with unnecessary contact forms popping up out every corner, invitations to chat with a live person, or suggestions to subscribe to a newsletter. The reality is that these customer engagement methods rarely provide decent results and can often have adverse effects on customer satisfaction scores. Cost can also be a huge problem, especially in the case of automation. You spend a big chunk of your marketing budget to bring visitors to your website only to see “agent is not available” when trying a live chat.

Ways Automation Can Help

Automation, such as chatbots or lead nurturing can effectively solve many of these problems. Automation can help brands better engage with website visitors who are more willing to share their information. Here are more potential benefits that you can expect by utilizing automation on your website:

  • Help visitors in real-time, no waiting for an agent and no time gaps between agent responses.
  • Engage with visitors 24 hours a day.
  • Focus your live agent on higher-value activities while offloading menial tasks to your chatbot.
  • Offer a consistent experience in multiple channels like Facebook, SMS, and Web.
  • Your chatbot can provide real value that will encourage visitors to share more information.
  • Chat transcripts can be forwarded to live agents for a seamless handoff.
  • Sentiment analysis can measure how visitors feel about your brand message.

How Automation Provides Better Leads

When automation jumps into the equation, there are endless possibilities. One of the results of deploying this type of technology is better leads. For instance, using automation through chatbots allows prospects to gain basic information about the community, which means the most interested leads will move forward to the next step in the leasing journey. Another example would be lead nurturing. When lead nurturing is automated, it allows properties to connect with their customer while putting in minimal effort. It will enable the prospect to continue the conversation and move forward when they are ready. 

All in all, we know that humans will never be extinct in the workforce. Technology will not replace humans, but it is there to help them. That’s where automation comes into play. Automating processes that are time-consuming and don’t require much effort allows teams to focus their time and energy where it matters most, resulting in more leases. Click here to set up your automation tools today.

Putting Together A Tech Stack That Makes Sense For Your Business

In today’s world, there are so many different technology options. It can be overwhelming. That’s why it’s so important to find the right stack of technologies that make sense for your communities. When evaluating what technologies make the most sense, it’s essential to consider the following types of systems: 

  • Prospect Management Tools
  • Resident Focused Tech
  • Team Support Technologies

Prospect Management Tools 

Obtaining and converting prospects into residents can be a lot of work. This is why you need to have some sort of prospect management tools to help with the process. A few of the tools that are essential in this department include: 

  • Chatbot Technology — Help prospects get information all in one place. For example, BetterBot’s chatbot offers a place for prospective renters to find information where they want, when they want, and how they want. The bot is not only able to be seen on the property website, but it can go anywhere renters are looking, including social media, ILS pages, and so much more. The bot helps relay the most important insights about the community, which weeds out the unqualified leads. 
  • Self-Guided Tour Tech — Post COVID-19, more and more renters desire a self-guided interaction when it comes to touring their potential home. Self-guided tour technology allows them to set up their tour on their terms and feel safe knowing that they will have more control over their touring experience. 
  • Lead Management Tools — In addition to offering chatbot technology, BetterBot offers some great lead management tools. Using BetterBot for Leads, prospects are intercepted and nurtured in ways that are more likely to result in a scheduled tour. 
  • Marketing Tools — How are your prospects finding you? This is a loaded question. Marketing tools make it easier for your prospects to find you. This term, Marketing Tools, may sound broad but what we mean by this are tools that make it easier for prospective residents to learn about your community. This may mean using Google AdWords, Facebook Marketplace, ILS listings, or even geofencing services. You can use these tools to help attract your customers and get the word out about your communities. 

Resident Focused Tech

It’s essential to leverage technology that focuses on your current residents. While gaining new prospects is great, it costs more to gain a new resident than keeping existing ones. This is why it’s so important to invest in tools that will help you retain your residents, such as: 

  • Automation Tools — Make it easy for residents to find information on your community website. Automation tools such as BetterBot can help residents find their portal to complete any order of business like paying rent or submitting a service request. 
  • CRM — Customer relationship management tools are essential to help your team keep track of crucial information. You want to make sure you have a quality CRM that maximizes every resident touchpoint. One tool that has seen great success is Rent Dynamics CRM function. Their tools offer an easy way to manage residents while still maintaining a personal touch. 
  • Resident Engagement Tools — Engaging the resident post-move-in can sound like a daunting task for property management teams. Teams have to get new residents lined up, but they also have to foster the relationship? It sounds like a lot of work, but it doesn’t have to be. Investing in resident engagement tools can help bridge the gap so that current residents stay interested and involved. Tools such as Updater, hOp, and RentPlus allow residents the opportunity to interact with the community with little effort on the team’s part. 

Team Support Technologies 

Finding technology that helps your property management team save time is imperative. It seems like the list of things to do just keeps on getting longer, and teams are becoming overwhelmed. That’s why it’s essential to find tools to support those teams, including: 

  • Time-Saving Tech — Invest in technology that will help save your team time. For example, BetterBot saves teams an average of 57 hours per month, per property, by helping provide information upfront to prospects and residents. It also saves time by providing the most qualified prospects so that teams have time to focus on what’s important. 
  • Reputation Management Tools — Online reputation is one of the first things prospects see when they find you online. That’s why it’s so important to have a reputation management tool that helps monitor and respond to online reviews. This also allows teams to learn what they can improve to make the resident experience an enjoyable one. 
  • Reporting — Being able to measure results will help your teams make better decisions regarding staffing, budgeting, and planning. When looking at your tech stack, be sure to find out which tools offer reporting so that your teams can be informed about how they are performing. 

Putting together a tech stack for your communities sounds stressful, but it doesn’t have to be. When you remember to look for suitable tools, it can become liberating knowing that your teams, residents, and prospects are all taken care of. For more information on putting together a tech stack, check out our resource covering ways to know a tool is worth using

Put Down the Wide Brush – Why You Should Tailor Your Chatbot to Your Unique Property Type

Under the multifamily umbrella, there are various property types – and no two properties are the same. And while innovations in proptech have made it much easier for property management teams to do everything from schedule tours to convert leads into new renters, no technology is a one-size-fits-all solution. Especially in the case of a multifamily chatbot, we’ve found that the more you can personalize and tailor your bot to your unique property type, the more effective it will be in the long term.

In this quick resource, we’ll outline both the benefits of tailoring your multifamily bot and how to go about it with specific examples.

Why tailoring your multifamily chatbot is important

More qualified leads

A great chatbot can help you insert yourself in conversations when and where it matters most. Still, a generic property chatbot can only help you get so far. Tailoring your chatbot to fit your property’s unique type and renter requirements can help you secure even more qualified leads and tours.

Meet your prospective renters where they are

Depending on your property type, prospective renters may be on the hunt for specific amenities and features. For example, students looking for housing may be interested in knowing how many beds an available room has. Customizing your bot to feature this and other relevant information can make it much easier to meet prospective leads’ needs directly without going back and forth with a property management team.

Give your team valuable time back

When your chatbot can more effectively meet people’s needs and provide relevant information, it can save your property management team valuable time. Instead of fielding endless email and phone queries, any information a person needs can be quickly obtained through your custom chatbot.

How to tailor your bot to common property types

Student

The apartment rental process can be unique for students, which is why it’s a great idea to craft a chatbot solution that can meet their needs. A few ways to tailor your bot for the student housing experience include:

Allowing students to search by unit availability: With many looking for apartments at the beginning and end of semesters, it can be helpful to search by availability at the touch of a button.

Search by the number of beds: Many students will opt to live with roommates to minimize the amount spent on rent. Your chatbot should be searchable by number of beds, not only to help your prospects find the right space but to help your property management team stay organized.

Student scheduling: The school year can look different based on the type of school and location. Our student bot offers a custom scheduling tool to schedule by semester, trimester, or quarter calendar.

Access to student resources: Providing interactive student resources is a great way to help your renters stay up-to-date with what’s going on at their building and school.

Conventional

Looking to spruce up your apartment chatbot? Here are a few of our recommendations:

Add multilingual support: Don’t leave great leads hanging just because English isn’t their first language. BetterBot offers multilingual support so you can easily communicate with all your prospects.

Offer virtual tours/videos: Although we’re a far cry from the beginning of the pandemic, many prospective renters may feel more comfortable taking a virtual tour of your property. With BetterBot, you can easily embed your virtual tours from Matterport, LCP360, Zillow, Vimeo, Helix, Realync, YouTube, and more.

Embed your photo galleries: Instead of sending users away from your chatbot to check out your fantastic pool and tennis court, you can quickly embed all the galleries you want directly into your chatbot.

Affordable

Especially in affordable/section 8 housing, it can be challenging for property management teams to keep up with the volume of leads and daily requests for information. A personalized chatbot can help make your life much easier by offering the following:

Waitlist management: With a user-friendly dashboard, our Affordable Bot makes it simple to view your waitlist at a glance. And once a renter moves out, you can easily choose the next – no physical list needed.

Affordable-specific dialogue: For example, you can pre-qualify leads by asking for yearly income and the number of residents looking to move in. This can help prospective renters know quickly and easily whether or not they qualify to move into your affordable spaces before even speaking with your team.

Affordable-specific reporting: Even at an affordable property, it’s still crucial that your team can sell your property experience. Our affordable-specific dashboard allows your team to quickly assess top-of-funnel leasing performance, helping you determine what’s working – and what isn’t.

Lease-Up

A Lease-Up specific bot can be beneficial for communities that may be so new that they don’t have a website up and running yet.

Offer community-specific information: Your bot will be the first (and likely only) place people go to learn about your upcoming community. Make sure to customize it with plenty of relevant information, including info on parking, amenities, and whether or not your facilities will be pet-friendly.

Set up tour appointments: Just because you don’t have a site yet doesn’t mean you can’t start booking tour appointments. Set up and manage tour appointments directly from your bot from the get-go.

In almost every industry today, personalization and customization reign supreme. And it’s not just about better serving your leads and renters – it’s also about helping make your teams’ life easier too. With the right chatbot solution at their fingertips, property management teams can feel empowered to spend less time on repetitive, low-value workflows. For more chatbot guides and insights into multifamily industry trends, check out the BetterBot Blog.

Ethical Considerations AI Companies in the Multifamily Industry Need to Keep Top-Of-Mind

Artificial intelligence and other related tech like machine learning have had an incredible impact on the real estate industry as a whole. While historically slow to adopt new practices and technologies, the past 5-10 years have represented the beginning of a new era for the space. Especially in the multifamily sector, AI has a tremendous potential that’s only starting to be realized by certain enterprising companies. However, with any technology (new or old) comes a series of considerations that need to be taken into account. 

When implemented in the right ways, AI can be an incredible tool for both property management teams and renters alike. At the same time, it can also perpetuate harmful biases and compromise people’s data and security if the proper safeguards aren’t put in place. Today we’re going to take a closer look at a few of the most important factors AI companies in multifamily should consider before, during, and after developing new applications for this tech.

5 top considerations for AI companies in multifamily 

Privacy 

Data makes the (tech) world go ‘round. And as such, it’s one of the most valuable assets a company can have when developing a new AI product. Better data can improve an algorithm’s performance, and even expand its capabilities. However, the way data has historically been collected and managed has increasingly come under more scrutiny by consumers. Fortunately, developers are listening to these concerns, with 82% of developers saying that ethical concerns are now much more of a consideration than before. 

The crux of data privacy revolves around companies asking themselves what they should do, instead of what they can do with the data they have at their disposal. In the multifamily space, this could look like protecting renter information instead of selling it to third parties, and only collecting data with people’s explicit consent.  

Security

Keeping people’s information private is one thing, but being able to protect that information from cybersecurity threats is a whole other ball game. You can have the most revolutionary AI product, but if you don’t have sound security infrastructure around that product and your operations, the data you’ve worked so hard to collect ethically could easily be stolen. This is not just a matter of privacy ethics, but trust as well. Once your company has been subject to a cyberattack or data leak, it will be much harder for property management groups and consumers to trust using your product. 

Accountability

If there’s ever a question of ethics, who should a developer turn to? Creating a clear hierarchy or structure for where/how/to whom concerns should be raised is essential to building applications that ultimately adhere to compliance regulations and best practices. What’s more, establishing this culture of accountability and responsibility early on can help cement better practices as a non-negotiable aspect of your company in the long-term. Oftentimes, it’s a lack of institutional accountability – not a single developer – that’s responsible for an AI product failing to meet certain ethical standards.  

Biases

A big topic of discussion in the tech world today is centered around our own internal biases and how we can unconsciously instill those biases into AI if we’re not careful. In real estate, things like racial biases have a long, painful history of exclusion, and in order to stop perpetuating that history, companies need to intentionally craft algorithms and systems that aren’t shaped by unconscious biases. How can teams go about doing this? There are several ways to reduce bias within AI, including: 

  • Understand your training data: Sometimes commercial and academic data sets include labeling systems that can bring bias into your algorithm. When choosing training data, make sure to take into account the full spectrum of your intended user-base and use-cases. 
  • Diversify your teams: Including a diverse array of experiences and perspectives on your team will help you engage with your product in different ways. And with people asking questions that you might not have thought of, you might be able to catch potential issues before they arise – or expand your algorithm’s capabilities in a way you hadn’t thought of.
  • Making testing and feedback routine: The easier you can make it to provide feedback, the quicker you’ll be able to take action. The goal for these products should be to evolve and get better with time and feedback, so build consistent testing and feedback sessions into your process.

Approaching AI in multifamily from a place of sensitivity and curiosity when it comes to ethics is key to building a better future for this tech in the industry. Want more up-to-date multifamily resources and news? The BetterBot blog has got you covered. 

Ways to Promote Your Pet-Friendly Community

Renters all around the United States are looking for pet-friendly apartments. An American Apartment Owner Association study had shown that 90% of renters stated that they have a pet. This study also revealed that 30% of those pet owners looked for apartments around pet amenities such as dog parks, walking trails, and veterinary offices.

“Millions of renters from around the country are in need of pet-friendly apartments. In 2008, more than 11 million searches for apartments that allow cats and dogs were conducted on Apartments.com” (National Survey REVEALS Renters Are Living for Their Pets).

More and more potential renters depend on property websites to obtain all the information they need to make a property decision. Below are three ways you can ensure that your property is on the top contender’s list.

  1. Ensure that pet information is accessible to potential renters on your website

You can do this in various ways. A few examples of making your pet information more accessible is putting a snapshot of the information in a banner on your home page.

This banner can be a still image or turned into a carousel that gives more details as the following images are displayed.

Another way to display this information is by placing a call to action. This CTA, call-to-action, can be placed in a body of text or a picture. This CTA will direct potential renters to a landing page with all the pet information they need.

Lastly, you can always add “pet policy” in your header menu on your website to give potential renters a quick and easy way to find the information they need.

2. Update your ILS platforms

In 2019, a survey was conducted called Renter Insight & Digital Engagement survey by apartment seekers to identify struggling points in apartment searching. The study results identified the following “The most frustrating issues for apartment seekers, according to the survey, included “finding accurate information online about the property” at 31%” (Salmonsen, M.)

While it is essential to have your most updated pet information on your website, many property owners forget about ILS platforms. With more than 80% of apartment seekers looking for their next apartment on ILS platforms, property owners must continuously update these platforms to ensure potential renters have the most accurate information.

3. Outreach Marketing

A good way for the property to get pet information to potential renters is by partnering with local pet shops. Property managers can contact local pet shops and see if they would be interested in establishing a partnership where the property manager can give the pet shop advertising material that they can provide to customers. In return, they can advertise the pet shop on the property or during property events.

Pet-friendly properties are becoming more attractive to potential renters even the ones that don’t have a furry friend yet. Don’t miss out on potential renters due to a lack of information on your website or your ILS. Creating an amazing apartment searching experience is how to ensure that renters call your property their forever home.

Work Citation:

“National Survey REVEALS Renters Are Living for Their Pets.” AAOA, 29 Jan. 2021, www.american-apartment-owners-association.org/property-management/latest-news/what-90-of-renters-want/.

Salmonsen, M. (2019, July 12). A vast majority of U.S. RENTERS use online ratings and reviews in the apartment search. Multifamily Executive. Retrieved September 27, 2021, from https://www.multifamilyexecutive.com/property-management/a-vast-majority-of-u-s-renters-use-online-ratings-and-reviews-in-apartment-search_o.

Drone pic above neighborhood

Property Management Teams Need to Stop Depending on Emails – Here’s Why

Email is a powerful tool. Thanks to email, we’ve been able to virtually connect the world, giving people a way to communicate almost instantaneously. What’s more, it quickly became an incredible tool for marketers, who could reach millions with information about their products and services with the click of a button. But over time, that tendency for marketing teams to heavily rely on email has actually throttled its ability to make an impact. If you’re like most people, you’ve probably handed over your email to dozens of websites over the years and now have an inbox full of spammy messages trying to entice you to engage with brands you probably don’t even care about. As of 2021, over 300 billion emails are sent each day. That’s billion with a ‘b.’ And with the average person receiving dozens of those a day, it’s not hard to see how email might not be the best tool for companies looking to connect with consumers in a meaningful way. 

When it comes to multifamily property management teams, connecting with and providing information to prospective leads is vital. But as we’ll show in this resource, email is not the most effective way to do this. If you want you and your teams to break your email dependency, keep reading. We’ll show you the main reasons why email fails in marketing and property management and demonstrate how moving to synchronous communication solutions can improve the quality of your outreach efforts significantly. 

Why email fails

Like we mentioned earlier, the popularity of email as a means of marketing has led to an oversaturation of brands trying to vie for peoples’ attention. What’s more, the format of email communication itself isn’t the best suited for maintaining engagement. Below we’ll go over why email, in general, can fail as a medium.

Spam: One of the most common reasons people don’t receive promotional or branded emails is because they end up getting picked up by a spam filter. Certain platforms are more particular about detecting spam than others, which means that even if you spend time painstakingly making your email sound not spammy, it could still wind up in the spam folder. And once it’s there, it’s doubtful it will be opened and read. 

Overloaded inboxes: Another reason emails can fail is that they arrive in an already crowded inbox. Most of us receive various marketing emails every day, and people tend to simply delete them without taking the time and energy to engage with them. According to research from Campaign Monitor, only 18% of emails are opened. If you want to be noticed, email is not the way to go. 

Interest decay: This is a phenomenon in which the more time that goes on between email correspondence, the less interested your target will be in the topic. If you don’t immediately get someone engaged, it’s unlikely that you’ll be able to in the few hours or few days after sending your email. 

Why email doesn’t work for property management groups

We’ve seen just how ineffective email can be in regular marketing efforts, but did you know it’s an even worse medium for property management companies? Along with not being able to stand out in a sea of crowded inboxes, property management teams encounter their own unique hurdles when it comes to email. 

Ultimately, property management teams need to stop relying on email because:

Properties are overwhelmed: Today’s multifamily teams can receive hundreds of leads each day. It’s nearly impossible to organize, keep up with, and nurture those leads through email. Things can get lost in inboxes, and asynchronous communication often leads to that pesky interest decay we discussed earlier. 

Authenticity is key: One of the keys to converting leads into renters is authentic, informative communication. People want to have their questions answered quickly and easily, without having to jump through hurdles or sit and wait on an email to get back to them. And while it may seem counterintuitive, leaning into a property management chatbot can be one of the best ways to infuse that authenticity into your customer interactions. In fact, 83% of consumers said they would be more loyal to a brand that offers a chatbot for tasks like making an appointment or handling customer service inquiries.

Synchronous conversations matter: Your office hours shouldn’t dictate when people can access information about your property. That’s why being able to offer synchronous communication at any time is so important. People don’t want to wait around for an email that could take several business days to reach their overflowing inbox. They’d much rather be able to get the information they need 24/7, 365 from a chatbot. 

How property management chatbots can help 

At BetterBot, we work day in and day out with property management teams across the country to learn where their pain points are and how simple technology solutions can help. And what we’ve found is that property management chatbots have been able to radically transform the way teams interact with prospects for the better. 

To change the way multifamily teams interact with prospects, we’ve created two property management chatbot solutions. 

BetterBot for Web 

Our proprietary omnichannel chatbot, BetterBot for Web, works by helping prospects learn about property information and schedule tours on their time – without being restricted by office hours or limited staffing. Over 56% of website traffic happens after business hours, which is why 24/7 prospect engagement is key to sparking those high-value conversations with would-be renters. Fully customizable with countless integrations, BetterBot for Web makes it easier than ever to insert yourself in the conversations that matter most. 

BetterBot for Leads

Leasing teams don’t have a lot of time on their hands – we know this. That’s why we’ve created BetterBot for Leads to help save these teams countless hours responding to and nurturing leads. Your own virtual leasing agent, BetterBot, never sleeps, allowing prospective and existing renters to have their questions answered in real-time while your staff focuses on other high-value tasks. Plus, BetterBot works directly with your existing property management software to contact new leads immediately as they come in. And since not every lead is going to respond quickly, BetterBot for Leads continues 

to provide tailored lead follow-up to nurture that lead into a scheduled tour.

Explore our free demo or contact the BetterBot team today to learn more about the multifamily industry’s #1 chatbot solution. 

3 Ways to Master Omnichannel Marketing in the Multifamily Space

What is omnichannel marketing? 

Omnichannel marketing is a way to reach your customers through multiple sources. Your prospects are finding you in a myriad of ways. You can reach them no matter where they are to find the information they are looking for quickly and turn it into a lease through omnichannel marketing. 

Here are 3 ways to master omnichannel marketing: 

  1. Knowing what platforms your customers use the most
  2. Consider the customer experience
  3. Measure results

Knowing what platforms your customers use the most

Take some time to research where your traffic is coming from. Find out which platforms are most used by your customers so you know where to focus your energy. Then you can market heavily on these platforms to reach your prospective residents using omnichannel marketing. Some that have been most popular sources in the multifamily industry include: 

  • Google
  • Apartments.com
  • ApartmentList.com
  • Craigslist
  • Facebook

BetterBot is one chatbot solution that integrates with just about everyone, so you never miss a prospect. This product is easy to use on any platform, including Facebook, Instagram, Twitter, Pinterest, Apartments.com, ApartmentList.com, and more. Help create a seamless experience for your customers, so they remember your product and are more likely to lease at your community. There are some great resources that can walk you through the setup process, such as THIS ONE

Consider the customer experience.

It’s important to consider how your customers are finding the information they need. Are they sending your property a DM on Facebook? Are they filling out the contact form on Apartments.com? Consider where it would be best to reach them on their journey. You’ll also want to consider what point in the conversation they should enter. 

It’s also important to consider your online reputation. Think about what your reviews are saying about your communities. Are there processes that can be improved? Is there an easy way you can win over a disgruntled resident? A vast majority of prospective renters read online reviews before deciding, so your online presence must tell a story you can be proud of. 

Using BetterBot, you’re able to customize your user experience so they can join at any point in the conversation you choose, including scheduling an appointment, virtual tours, or give them the whole experience. Cater to your customer by meeting their needs and providing them precisely what they’re looking for.  

Measure results 

Take time to measure what’s working. This way, you know what is resonating with your customer and what to focus your attention on. There are several ways you can gauge your property’s performance. Some of the top vital metrics worth considering include: 

  • Guests Greeted
  • Conversations Shared 
  • Appointments Set

BetterBot has a robust reporting dashboard that will help you navigate how you can best serve your prospective renters. Evaluate what’s working on an ongoing basis so that you stay up to date on the latest trends for your user’s journey. 

Adopting an omnichannel marketing strategy is going to help you reach more prospects than before. You can be sure that your prospects are always catered to, and BetterBot can help. For more information on how BetterBot can help boost your omnichannel marketing efforts, CLICK HERE

Girl at laptop biting pencil

Bamboozled by Bots

Tricked, Deceived, Bamboozled – Pretending to be human or disguising your bot can reduce your lead conversion and affect resident retention. Now more than ever, renters are hyper-aware of when they are being misled. Many believe that prospects don’t like to talk to bots at all, which is not valid. In fact, 74% of renters would prefer to speak with a bot than a live human. However, renters would like to know when they are talking to a bot vs. a person, rather than being duped into believing it’s a natural person. Here are some of the reasons why pretending to be human can affect your business:

  • Reduces trust in your brand
  • Expectations are misaligned 
  • Questions are not accurately addressed
  • Authenticity is everything

Reduces trust in your brand 

Trust is a must when it comes to your current and prospective customers. If your customers can’t trust you to communicate with them transparently, their confidence in your company will waiver. Prospects and residents want to know they will be taken care of by their community, but they will begin to question your company’s competency if they feel they are being misled. It’s essential to be transparent with your processes so you can increase assurance in your organization. 

Expectations are misaligned 

If customers believe they are speaking with an actual human rather than a bot, they may have their expectations misaligned with your bot’s functionality. They may assume that who they are talking to is personable and can remember crucial customer information. However, if your bot has never spoken with the individual or can’t look user information up, they may not meet their expectations. Letting the user know they are talking to a bot is critical so that your customers know how to interact with the bot and what will be a natural response.

Questions are not accurately addressed.

If your bot is disguised as a human, users may ask questions in a way that bots don’t understand or have the answers to. If prospects cannot find the answers they need quickly, they may drop off and move on to the next option. Customers may grow frustrated and feel they are not being heard or acknowledged. When you are upfront and disclose that your communication is a bot, the user will have expectations and know that they can continue through another route if the answers to their questions are not clear. However, if they believe they are already talking to a human, they may infer that your staff does not understand how to assist them, which will drop their confidence in your team.

Authenticity is everything

In a world where technology is constantly advancing, users want to know what they are dealing with. When you are authentic with your customers, you value them enough to be upfront with them. You are not attempting to pull the wool over their eyes; you are showing them that your brand can be trusted. Authenticity is everything, now more than ever. Show your customers how much you value them by being clear that your tool is a bot. You can do this by changing the avatar icon to a bot and disclosing that your product is a bot in the verbiage. 

Again, it’s essential to avoid bamboozling your prospects and residents by making them think they are talking to a human when in reality, they are conversing with a bot. If you don’t disclose this upfront, you may find that your lead conversion and resident retention may be affected because you’ve reduced trust in your brand, users’ expectations may be misaligned, questions are not accurately addressed, and authenticity is neglected. Build trust in your company by being clear that you use a bot; your prospects and residents will appreciate it. 

Ways To Know A New Tool Is Worth Using

Your tech should be working for you, not against you. When bringing on any new tool, there are a few things you want to look out for. There are so many amazing tools designed to make life easier for you and your teams; however, it’s important to be selective with which tools you bring on so that you and your teams are not overwhelmed. We’ve put together a few ways that you can know your tools are worth bringing on, including: 

  • Purpose & Functionality
  • Integrations & Partnerships
  • Information & Reporting
  • Value & Pricing

Purpose & Functionality

Consider the purpose of the tool you are looking at. Think about why you need this specific tool. Then keep in mind how this particular tool functions. Ask yourself if the functionality fits the purpose you are trying to fulfill. Complete a demo or a trial of the product to find out how it works and make sure it has all the features you are looking for. If possible, read reviews or chat with someone who has used the product before to see how it works in the real world. Will this tool solve the problem you are trying to resolve? Ask yourself these critical questions before making any decisions.

Integrations & Partnerships

Next, consider how the tool integrates and partners with other platforms. You shouldn’t need to limit the functionality of other tools for a new one to fit in. If a new partner asks you to limit the functionality of one tool to bring on theirs, that can be a red flag. Make sure the tools you are considering integrate with the products you are already using to bring you the most useful functionality. 

Information & Reporting

You will want to ensure that your new tools have great analytics tools. Find out if the reporting that is offered will show you metrics relevant to your business practices. Your reporting should help you make decisions about how you do business, but that can only happen if you see the correct information to form those processes. Confirm that the tool you are using is transparent about information and openly sharing that with you. If you’re able to pull or schedule reporting from a dashboard, that is a great sign. 

Value & Pricing

Find out what the pricing is going to be to bring on this new tool. Is this realistic for your budget? You’ll also want to consider the value you are receiving for the price. Can you find similar features for a better price or even for free? Many tools will offer a free trial period or a testing feature that can help you figure out if this tool is worth bringing on. 

We know that sometimes adding new tools can be overwhelming, but it doesn’t have to be! We recommend considering 3-5 different options and comparing what they have to offer against the price. Often it can be helpful to create a spreadsheet that includes all the features you are looking for and marking off which ones are available on the platforms you are looking at. It may sound like a lot of effort; however, it’s better to put in the time upfront choosing the right product rather than rolling out a new tool that doesn’t perform. That way, you do not have to roll out a different product in a short time. Remember, your tools are there to help you and not make things harder. So be sure to select the best tools that are right for you and your team.

Man at table on computer

3 KPIs Your Bot Should Be Hitting

Making sure that your bot is performing at optimum levels is imperative. You want to make sure you are getting the most from your chatbot solution and that everything is working efficiently. When you are first working with a chatbot, it can be hard to evaluate if you are unsure what to look for. That’s why we’ve put together a simple list of KPIs your bot should be hitting. These points include: 

  • Greetings
  • Appointments
  • Handoffs

Greetings

Greetings are one of the very first KPIs you will want to look at. This number tells you how many people your bot has, you guessed it, greeted! It’s essential to get a good gauge on what is a typical amount of traffic for your community. One of the ways you can measure this is by setting a test period. Give your communities about 90 days to get into a consistent rhythm with the bot. Then you will have enough data and time to see what average numbers could be for the number of people using your bots. If you notice that your bot greetings are declining, it may be time to make some updates to your bot. You can change specific items such as bot placement, avatar, colors, and call-outs, which may be more likely to get users’ attention. 

Appointments

This is such a substantial number because it shows how many of those who contacted you through the bot is making an effort to visit your community. This will give you a better idea of how your bot is working. There are minor tweaks you may be able to make to convert at higher rates. If you notice that no or minimal appointments are being set, it may be time to evaluate your appointment settings. Take a look at how much time is being allotted between each appointment. If it’s more than 30 min, it may be time to make some adjustments. 

Handoffs

The amount of handoffs your bot distributes equates to the number of serious leads your property is seeing through your bot. This is when the bot hands the conversation off to a human, and the process of leasing begins. This is important because it shows the user journey process and how your leads are being taken care of from this point forward. One of the ways you can improve your handoffs would include evaluating your communication methods when it comes to the handoff process. You’ll want to make sure that your teams are highly engaged with prospects from this point forward. 

For your bot to be effective, you’ll want to check your KPIs consistently. Be sure you are looking at your metrics monthly and comparing your greetings, appointments, and handoffs every month. Keep a record of these numbers so that you can refer back to them and see how your communities are progressing. For more information on how you can make your bot more effective, check out our article on Ways To Make Your Bot Even Better



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Get inspired with
our latest case study

Want to learn more?

Get inspired with
our latest case study

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