Talk vs. Text: What Do Apartment Prospects Prefer?

Learn how your leasing team can be prepared to answer on the channel that your prospects prefer most.
March 11, 2021

Would Prospects Rather Talk or Text?

When it comes to communicating with your prospective renters, there are many different channels to choose from. Phone calls, text messages, email, chat, and video conferencing are all methods of communicating, just to name a few. However, according to Pew Research, the vast majority—96%—of Americans now own a cellphone of some kind. So, when it comes down to picking up their cellphone to communicate with your property, would they rather call or text?

What the Data Tells Us

Data collected from multifamily properties suggests that the majority of prospects are still calling. According to LeaseHawk user data collected in 2019, over half of the inbound communications received by properties were phone calls (60%), followed by emails (22%), and text messages (18%).

60% of inbound property communications are phone calls.

Text message volume for properties is expected to see continued growth. Consumer research studies have shown that 90% of leads prefer to be texted, compared to being called on the phone ( Plus, research from Axway shows that messaging is the #1 reported use of smartphones.

90% of leads prefer to be texted.

Be Ready to Support Both

The best way to connect with your prospects is to be ready to answer on both channels—phone calls and text messages. If your leasing team isn’t already utilizing CRM (Customer Relationship Management) software to do this, now is the time to start! Using a CRM helps leasing teams manage their communications from multiple channels all from one, easy-to-use application.

Support Both Text and Calls in the Leasing Office

Keeping Up with Your Communications

When your leasing team can’t answer calls or text messages—such as during showings or after-hours—use an AI-powered leasing agent. LeaseHawk’s virtual leasing assistant, ACE, is powered by artificial intelligence and can answer when your leasing team can’t. It 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 talk or text when they call your property.

It’s all about giving your prospects the option to choose and communicate on the channel that they prefer most. To learn more about ACE™ Virtual Leasing Assistant, visit

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