At Edgewood, we firmly believe that affordable housing residents merit the same level of service and attention as those in conventional housing.
Our goal is to optimize occupancy with the most qualified residents, regardless of their housing status. With the help of our cutting- edge chatbot technology, we’re able to bridge the gap and create a truly equitable housing experience for all.
Here, we will delve into some of our secrets about how we make this a reality, including how we staff our properties to respond to every inquiry and maximize our resident experiences, how we ensure that our team can easily manage the technology, and how we prevent negative reputations stemming from poor or lack of responses.
PROBLEM #1 Is There A Way To Staff The Property So That Every Inquiry Is Answered, And Residents Receive The Best Possible Service?
In today’s fast-paced world, it’s essential to keep up with the ever-increasing demands of customers. Traditional methods of communication, such as email and phone, can only do so much. But what if there was a way to revolutionize the way we interact with our residents?
Introducing chatbot technology, an innovative solution that has transformed the way we deliver resident experiences. With the industry’s ongoing staffing challenges, our chatbot has provided an efficient and effective way to enhance experiences, quickly and on the resident’s own terms. The chatbot offers residents a self-service platform that simplifies the initial inquiry process and helps them get the answers they need faster. This includes initial information about rent and availability, income guidelines, tour scheduling, resident services, and more.
It empowers our business to respond to inquiries and provide support in a timely manner, ultimately delivering an unparalleled experience to future residents.
PROBLEM #2 - Is Managing The Technology A Difficult Task For The Team?
The integration of chatbot technology into our customer experience platform has been a game-changer for our business.
Not only does it provide a seamless and personalized experience for our residents, but it also streamlines the process for
our team. The chatbot’s intuitive and automated features eliminate the need for constant maintenance, freeing up our teams to focus on other important tasks such as showing our residents how much we care about them.
Furthermore, it has proved to be a valuable tool in providing efficient and quick responses to inquiries, 24/7, which improves the overall experience for our prospective residents. The chatbot also allows us to learn about the most frequently asked questions and use that information to improve our services .
Ultimately, the implementation of chatbot technology has been a significant step towards enhancing our services, and it continues to provide a measurable impact on our business.
PROBLEM #3 - How Do Poor Or Lack Of Responses Lead To A Negative Reputation?
It’s simple, residents expect immediate and reliable service, and when that is not provided, it can lead to dissatisfaction, thereby damaging the reputation of the community and the management company. However, at Edgewood, we have found a solution to this problem.
For one specific 15-property portfolio, the chatbot has been an invaluable tool.
In just six (6) months, it generated a per- property monthly average of:
- 1,575 Greetings
- 188 Conversations
- 22 Handoffs
- 13.4 Appointments
Conversations are Happening!
Even more impressive, 59% of conversations happened between 6 PM and 8 AM, which would have been impossible to achieve with traditional staffing.
Further, by leveraging this technology, our reputation in the industry was further strengthened as a result of improved resident satisfaction and loyalty. In fact, we have received the Satisfacts Award for nine consecutive years for our efforts.
Moreover, the employee experience has improved as well. Site teams now have access to promising and qualified leads, along with more appointments. Additionally, they have more time to focus on residents and manage the team bandwidth more effectively.
We’re incredibly excited to see what the future holds as we continue to develop and refine Edgewood’s affordable chatbot!