BetterBot and Courtesy Connection solve a major problem together… missed calls and voicemails
“Industry data shows that 50% of all phone calls to an apartment community don’t get a live leasing agent,” said Ryan Nigro, CEO of Courtesy Connection, an answering service software platform for the property management industry. “So the caller either just hangs up in frustration or leaves a voicemail that becomes one of a thousand things needing follow-up in a leasing office.”
To help solve this problem, Courtesy Connection gives prospective renters the option to receive an SMS text message with a link to engage with BetterBot’s conversational bot. “If you’d like assistance now, press [the appropriate option], and we’ll send you a text message with a link to our digital leasing assistant .” Did it work? “Yep,” said Robert Turnbull, President and Founder of BetterBot, Multifamily’s most adopted conversational platform. “One-third of all prospective renters elected to receive a text message, and, of those, 96% subsequently had a conversation with the BetterBot digital agent.”
In addition to the high text-request-to-conversation ratio, 36% of prospects who had a conversation became a handoff to the property by scheduling an appointment or requesting the next steps.
“When I first learned about this concept, I was instantly sold,” said Gina Carter with Blue Ridge Companies. “In today’s fast-paced world where instant gratification is key, this platform reinforces the notion that people want immediate answers through the quickest means possible.”
Companies that participated in this pilot include Asset Living, Blue Ridge, Caliber Living, and Northwood Ravin. The data referenced above consisted of 21,818 calls, of which 2,410 (11.0%) self-identified as prospective renters.