LeaseHawk’s ACE Proves to be the Prospect-Generator PMA Needed

Discover how ACE delivers more prospects and tours for the PMA leasing team.
Images by Property Management Associates (PMA), The Californian Apartments

With apartment listings posted on all of the major Internet Listing Services (ILS), Property Management Associates (PMA) was generating hundreds of leads to its communities’ websites.

Once there, prospective residents sought specialized and unique information about the details at each property. Looking for an optimal and cost-effective way to deliver the particulars for a given property, it turned to a robust technology solution, LeaseHawk’s ACE, an AI-powered virtual leasing assistant.

More and more management companies are employing ACE as what can be described as a search-engine tool within their website. When added to five of PMA’s Southern California-based communities looking to drive occupancy and it almost immediately began to pay dividends.

Using Technology to Drive Leads

ACE is more than a chatbot. It is a completely customizable diligent lead generator that nurtures prospects, 24/7. ACE answers a community’s leasing phone calls, text messages, and chats—continuously and consistently.

ACE is trained with years of multifamily data, property phone calls, and real leasing agent conversations, and sits on an artificial intelligence (AI) platform powered by Google. ACE knows how to conversationally interact with prospects to learn about all of the important features and benefits about your properties. Whether they are looking for pricing and availability, or if their lizard named Louie is an acceptable pet—ACE knows the answer.

Bot Generates Self-Qualified Applicants

Not only does it answer the most common questions such as pet policies and availability, but it also allows prospects to self-qualify themselves by answering their questions related to preferences, floor plans, pricing, and availability before setting up a tour. Knowing this, leasing professionals are more prepared to showcase the right apartment home for each individual prospect.

“When we first chose to go with ACE, our goal was simply to show that the investment would help our management team and our bottom line. That goal has been met and exceeded.” — Brittney Kim, Residential Portfolio Manager, Property Management Associates.

“When we first chose to go with ACE, our goal was simply to show that the investment would help our management team and our bottom line,” Brittney Kim, Residential Portfolio Manager, Property Management Associates, says. “That goal has been met and exceeded.”

Kim said there were a few small hesitancies about adding a bot as a team member – “but our team soon came to realize that ACE is helping them to do their jobs better as a day-to-day assist tool that enables them to focus on our residents and not have to spend as much time answering pre-qualifying questions from prospects – ones that ACE can handle for them.”

Top Questions Prospects Ask About an Apartment

In July, compiled from the five communities, ACE engaged in 1,458 conversations with prospects across all of its voice and chatbot channels. From them:

  • 703 guest cards were created;
  • 257 tours were scheduled for prospects; and
  • 825 leasing questions were answered by ACE;

The 10 leasing questions asked most often were:

  1. Rental Qualifications (158 times)
  1. Application (135)
  1. Pet Policy (122)
  1. Apartment Amenities (72)
  1. Deposit and Fees (49)
  1. Parking (39)
  1. Washer and Dryer (35)
  1. Covered Costs (25)
  1. Lease Terms (21)
  1. Specials (17)

Chat Delivers Instant Responses, Gratification

ACE’s chat capabilities proved most valuable during many of these conversations, Kim says.

“Today, everyone wants instant gratification when doing business, especially online,” she says. “We can do this by chatting through ACE; and it helps our customers feel more connected to us. We find that more customers today prefer communicating through bots than picking up the phone. It’s easier for them, especially during their initial steps in shopping, such as for an apartment. Once the process gets to the move-in stage, of course, we engage in more one-on-one, personal dialogue.”

Kim pointed out that working with the LeaseHawk support team has been a breeze.

“Our regular calls with LeaseHawk staff are used to discuss how ACE is performing, and they have made for a very smooth transition for our team. It is so important that they were there for us through the process.”

Kim says she anticipates adding ACE to more communities within the PMA portfolio soon.

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