5 Things ACE Has Taught Us About Your Renters

Find out what we have learned from the millions of interactions handled by ACE™ Virtual Leasing Assistant.
January 22, 2018

What do you get when you combine years of leasing experience with the voice of a human and a brain powered by Google Artificial Intelligence (AI)? You get ACE™ Virtual Leasing Assistant.

ACE is now the multifamily industry’s only omni-channel assistant that can talk, text, and chat with prospects to conversationally answer leasing questions, collect guest cards, and schedule tours.

ACE is diligently working at hundreds of communities across the country to engage with prospects 24/7.  From the millions of interactions that ACE has handled, we have learned a lot about your prospective renters—so, we thought we would share!

5 Things ACE Has Taught Us About Your Renters

1 – They want freedom to communicate on their desired channel

Technology has given us a variety of communication channels to use in our everyday lives.  Every day we text, call and chat with friends and business associates.  So, when hunting for an apartment renters want the freedom to communicate on their preferred channel.  Do your properties give prospects the ability to call, chat and text with you? ACE is omnichannel and communicates with your prospects by answering their phone calls, text messages, and chats. Plus, ACE can provide the option for your prospects to transfer their phone call to a text conversation, if they don’t feel like talking.

2 – They want instant gratification

91% of calls come in during leasing offices' business hours (9:00 AM to 5:00 PM).

It’s not just after-hours that calls get missed, it’s also calls during business hours when your team is giving tours, assisting residents, or taking a lunch break. The data shows us that prospects are calling the most from 10:00 AM to 4:00 PM.

Source: Based on actual ACE client data collected June 1 - June 30, 2021. Includes only ACE calls exceeding 30 seconds.

3 – They want tour options

Let’s face it, when hunting for a new home you want to see the apartment before you sign on the dotted line. So, properties are expanding their tour options beyond the traditional onsite tour, to include virtual and self-guided tours.  ACE provides prospects with multiple tour options, including onsite and virtual tours. Leasing teams can easily embed links and photos to give the prospect a more engaging experience.

4 – Their top leasing questions involve pricing and availability

60% of calls to properties are pricing and availability inquiries.  

In April 2021, ACE answered 7,864 leasing questions for Shelton Residential’s prospects. Can you guess what was the most frequently asked question? You guessed it, pricing and availability, followed by inquiries related to rental qualifications.

Check out the Top 10 Leasing Questions:

  1. P&A
  1. Rental Qualifications
  1. Application
  1. Apartment Amenities
  1. Pet Policy
  1. Covered Costs
  1. Deposit and Fees
  1. Parking
  1. Specials
  1. Phone number

ACE knows how to conversationally guide a prospect through learning about your properties. Whether they are looking for pricing and availability, or if their bird named Louie is an acceptable pet—ACE knows the answer.

5 – Prospects don’t leave voicemails

When prospects reach out to your property, they want to get their questions quickly answered.  But what is a property to do if they are unable to answer every call?  You may think voicemail is a good solution.  Think again—87% of callers will not leave a voicemail.  ACE answers your leasing calls (as well as chats and texts), continuously and consistently so you never have to worry about missing another leasing opportunity.

ACE is always learning new skills and features that will nurture prospects and make your on-site team more successful.

Say goodbye to missed leasing opportunities and hello to ACE.

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