Beyond Chatbots: The Human Touch in Online Leasing Engagement

Leasing multifamily properties often begins online. Prospective residents are often greeted by sleek websites and chatbot pop-up windows offering assistance. It all feels very generic, but functional.

The human touch in live chat interactions can be a game-changer. Beyond offering information, real human agents create meaningful connections that differentiate a property, build trust, and ultimately convert inquiries into leases.

In this blog, we’ll explore how live agents outperform automated responses, how personal interactions create a competitive edge, and success stories where human-driven live chat led to signed leases.

When Live Agents Outperform Automated Responses

AI chatbots like Yardi Chat IQ are invaluable for quick, straightforward queries, but their limitations are evident when conversations require nuance, empathy, or persuasion. Here’s why live agents excel:

1. Understanding Context and Complexity

Chatbots rely on pre-programmed responses and struggle with complex questions or ambiguous phrasing. For example, when a prospect asks, “Do you have apartments suitable for someone with mobility challenges?” a live agent can delve deeper to understand their specific needs, offer personalized options, and explain accessibility features.

• Stat Insight: According to Comm100, 43% of customers prefer live chat with a human agent for more detailed or emotional queries, underscoring the importance of human involvement in complex interactions.

2. Handling Emotional Scenarios with Empathy

Leasing decisions are often tied to significant life events, such as moving for a new job, downsizing, or starting a family. In these moments, a chatbot’s generic responses can feel impersonal, whereas live agents can provide reassurance and empathy, fostering trust.

• Example: A prospect relocating due to a job might be nervous about the application process. A live agent can offer personalized guidance, helping ease their concerns and creating a positive impression of the property.

3. Going Beyond the Script

AI chatbots follow predefined workflows, while live agents can think critically and adapt in real time. If a prospect mentions a unique requirement—such as needing extra storage or a specific lease term—agents can provide customized solutions or escalate to property managers when needed.

The Personal Connection as a Competitive Edge

As the multifamily property market grows increasingly competitive, a personalized approach can set your property apart. Human-driven live chat allows for genuine engagement that AI simply can’t replicate.

1. Building Rapport

A live agent’s tone, phrasing, and conversational skills can make prospects feel valued and understood. These personal touches build rapport, which is critical for fostering trust and loyalty.

• Competitive Insight: Properties offering human live chat create memorable experiences that leave a lasting impression, while those relying solely on bots risk seeming impersonal.

2. Understanding Subtle Cues

Humans excel at picking up on subtle emotional or contextual cues. For example, if a prospect mentions they are unsure about moving timelines, an agent can gently guide them through the options rather than pushing for immediate action.

• Fact: A Forrester report found that 63% of customers are more likely to return to a website where they had a positive live chat experience, showing the long-term value of human engagement.

3. Showcasing Community Values

Through live chat, agents can convey the property’s culture and values in ways chatbots cannot. Whether emphasizing pet-friendly policies, community events, or sustainable practices, agents bring the property’s unique personality to life.

Stories of Successful Leases Stemming from Live Chat Conversations

1. Turning Hesitation into Action

A family browsing a property’s website was unsure about the layout of two-bedroom apartments. After engaging with a live agent, they received detailed descriptions and recommendations, plus a virtual tour link. The agent’s proactive support reassured them, and they scheduled a tour the same day.

• Result: The family signed a lease within a week, citing the agent’s friendliness and quick responses as decisive factors.

2. Overcoming Misconceptions

A young professional assumed the property was out of their budget. When they mentioned this in a live chat, the agent quickly clarified available promotions and flexible lease terms. This transparency shifted the prospect’s perception and opened the door to a serious inquiry.

• Outcome: The prospect applied for a lease after realizing the property was within reach.

3. Catering to Specific Needs

A prospective resident with a service animal needed assurance that their dog would be welcome. While a chatbot could have shared the property’s pet policy, the live agent took it a step further, sharing details about nearby dog parks, pet care facilities, and on-site amenities.

• Impact: The personalized interaction sealed the deal, with the resident mentioning the agent’s effort during their application process.

The Human Touch: Key Strategies for Success

To leverage live agents effectively, multifamily properties should implement these strategies:

1. Empower Agents with Knowledge

Ensure agents are well-versed in the property’s offerings, policies, and local amenities. This allows them to answer questions confidently and provide added value.

2. Train for Empathy and Personalization

Agents should be skilled at connecting with prospects, showing empathy, and tailoring responses. Role-playing exercises can help hone these skills.

3. Blend Automation with Human Interaction

Use chatbots for routine inquiries, but make it seamless for agents to step in when conversations require a personal touch. This hybrid approach balances efficiency with connection.

4. Offer Multichannel Support

Integrate live chat across platforms, including social media and mobile apps, to meet prospects wherever they prefer to engage.

Conclusion

While AI chatbots provide efficiency, the human touch in live chat offers depth, connection, and trust. For multifamily properties, live agents are invaluable in creating personalized experiences that turn inquiries into signed leases. From handling complex scenarios to building rapport, live chat with real people gives your property a competitive edge in a crowded market.

By combining the convenience of live chat with the warmth of human interaction, you can create a leasing experience that resonates with prospective residents and drives results. It’s not just about answering questions—it’s about making connections that last.