Calls Are King For Multifamily
As communication preferences shift, data shows that phone calls still rank supreme.
Marketing
Due to the availability of web chat and text messaging, it would be easy to assume that phone calls to leasing offices have slowed down. However, that’s not the case. Data collected from multifamily properties suggests that most prospects are still calling. According to LeaseHawk user data collected in 2020, over half of the inbound communications received by properties were phone calls (54%), followed by emails (23%), and text messages (23%).
Google’s click-to-call feature could be a large contributor to rental prospect’s phone call behavior. According to Google, 59% of people use click-to-call to get quick answers because they thought it would be the fastest way to get a response from the business (Google, 2013).
When a prospect calls your property, they are seeking answers—fast.
Prospects typically begin their home search online, in fact, research shows that four out of five renters use online resources to assist in their home search. So, when a prospect decides to call, they are highly motivated and more likely to be ready to convert to a tour and sign a lease.
Despite the leasing opportunity that these callers hold—leasing offices miss nearly 49% of calls.
Missed calls can lead to frustrated prospects and lost leases. A consumer survey by Accenture found that “91 percent [of] respondents are frustrated that they have to contact a company multiple times for the same reason; 90 percent by being put on hold for a long time and 89 percent by having to repeat their issue to multiple representatives.”
New technology for the multifamily industry can help you answer every call, so you never miss a leasing opportunity. ACE™ Virtual Leasing Assistant from LeaseHawk does just that. It’s the only AI-powered leasing assistant for the multifamily industry that answers prospects on the three most popular communication channels: phone calls, text messages, and web chat.
Plus, ACE comes fully loaded with call tracking, call routing, and a full IVR system. Empowering you and your leasing team to:
Learn more about ACE at leasehawk.com/ace.
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UDR has seen significant cost savings and increased prospect conversions since implementing ACE™ Virtual Leasing Assistant from LeaseHawk. According to Scott Wesson, UDR’s Chief Digital Officer, “By implementing ACE, UDR is on track to reducing its operating expense for managing calls by 65%.”
The LeaseHawk and Apartments.com partnership includes full integration of ACE™ Virtual Leasing Assistant on listings, so renters can enjoy instant and conversational responses to leasing inquiries. This partnership promises to streamline the rental process and create a lift in prospect conversion.
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