Prospective residents are hitting more touchpoints along their journey than ever before. To best utilize those opportunities, operators are using innovative tools that can reach customers at the pivotal moments that help them better understand the modern consumer experience.
While it seems pretty straightforward, a number of operators take a more reactive approach in terms of communicating with prospective residents. However, leads could easily go cold if prospects aren’t receiving adequate follow up after their initial inquiry.
Renters these days have a need for immediacy. While leasing teams have a variety of prospect engagement strategies, many operators are looking to incorporate tactics that provide an immediate response to prospects and create a seamless and consistent line of communication.
According to an Epsilon research report, 80% of consumers prefer customized marketing when making a purchase. However, personalization can be a challenge in the multifamily industry with an influx in online leads and thinner onsite teams to handle lead volume.
Automation within a centralized leasing model creates onsite efficiencies, better assists leasing teams in fielding leads and frees up time for them to establish meaningful relationships with prospective renters and residents. It also creates better customer experiences.
No two leads are identical. Some prospects need to move in a few weeks while others are looking to move in a few months. With leads pouring in from multiple online platforms everyday, sometimes tending to each one can be overwhelming for onsite teams.
Knock’s made friends with NurtureBoss, so your leads receive automated email and text follow-ups until they convert into residents and beyond. Sydney chats with Jessica Carter and Tristen Menz from Nurture Boss, plus a special guest appearance from Knock’s head of partnerships, Dorota Firek.
Apartment operators have been reluctant to embrace automation technologies in the past, fearing backlash from onsite teams. There is a common misconception that adopting automation would replace onsite members. The truth is, automation is not meant to replace human interaction – it’s designed to supplement it.
Onsite associates have a full plate when it comes to their daily duties, and nearly every associate has experienced the time-consuming tasks involved with the leasing process. But with a rapid influx of modern tech tools available for onsite associates, the leasing of today is more streamlined than ever before.
In today’s world customers of any industry are being catered to on a more personal level than ever before – especially when it comes to the online shopping experience. As with anything that eases a customer’s experience, that personalization is no longer a bonus, it’s now expected.