Multifamily Leasing Blog

Boosting Resident Retention with Live Chat: Beyond the Leasing Process

Dec 7, 2024

Boosting Resident Retention with Live Chat: Beyond the Leasing Process

Live chat is often viewed as a tool for attracting and converting new residents, but it’s benefits extend far beyond the leasing process. For property managers, live chat can enhance the experience of existing residents, addressing their needs in real-time and fostering stronger relationships. From handling maintenance requests to promoting community events, live chat is a valuable resource for boosting resident retention.

This blog highlights how live chat contributes to resident satisfaction and loyalty, ultimately reducing turnover and creating thriving communities.

Handling Maintenance Requests and Account Inquiries

1. Streamlining Maintenance Requests

One of the top concerns for residents is how quickly maintenance issues are resolved. Live chat simplifies this process by providing an instant, accessible channel for residents to report problems and check on the status of their requests.

Real-Time Reporting: Residents can describe their issue directly through chat, often uploading photos for added context. This eliminates the need for lengthy emails or phone calls.
Ticket Creation: Many live chat platforms integrate with property management software like Entrata or RealPage, automatically generating maintenance tickets.
Status Updates: Residents can use live chat to receive real-time updates on their requests, reducing frustration and follow-up calls.

Example: A resident experiencing a leaking faucet uses live chat to report the issue, uploads a photo, and receives confirmation of the service request within minutes.

2. Resolving Account and Lease Inquiries

From rent payment questions to lease renewals, live chat helps residents address account-related concerns efficiently.

Rent Payment Support: Chatbots can guide residents through online payment portals or troubleshoot errors.
Lease Management: Residents can inquire about lease renewal dates, terms, or transfer options without needing to visit the office.

Stat Insight: According to a study by McKinsey, 67% of customers prefer self-service options like live chat for resolving account issues.¹

Promoting Community Events and Updates

Live chat is an effective tool for disseminating important updates, such as changes in community policies, weather advisories, or renovation schedules.

Broadcast Messaging: Some live chat platforms allow for mass messaging, ensuring all residents are informed simultaneously.
Customized Prompts: For example, residents logging into a community portal could see a chat notification: “Don’t forget about the pool closure this Saturday for cleaning!”

2. Encouraging Event Participation

Community events are vital for fostering connections among residents and creating a sense of belonging. Live chat can:

Promote upcoming events through proactive messages.
Answer event-related questions, such as location, timing, or registration details.
Collect feedback after events, helping property managers improve future programming.

Example: A community planning a summer barbecue uses live chat to invite residents, answer questions about food and activities, and send reminders leading up to the event.

Stat Insight: Engaged communities have 50% higher resident retention rates, highlighting the importance of fostering connections.²

Building Stronger Relationships with Residents Through Personalized Support

1. Creating a Human Connection

Live chat goes beyond transactional interactions, offering opportunities to build personal connections with residents.

Personalized Greetings: Chat systems can address residents by name, referencing their past inquiries or preferences.
Empathy and Understanding: Live agents provide a human touch, showing empathy during stressful situations like maintenance emergencies.

Example: A resident facing a noisy neighbor issue feels heard and valued when a live agent responds promptly and assures them the matter will be addressed sensitively.

2. Proactive Engagement

Engagement doesn’t have to wait for residents to reach out. Proactive chat prompts can identify needs before they escalate:

Renewal Reminders: “Hi [Name], your lease renewal is coming up next month! Let us know if you’d like to discuss options.”
Service Follow-Ups: After a maintenance request is closed, a chat message might ask: “How was your recent maintenance service? Let us know if there’s anything else we can do!”

3. Gathering Feedback and Insights

Live chat is a great channel for collecting resident feedback, helping property managers identify areas for improvement.

Post-chat surveys allow residents to rate their experience.
Open-ended questions in chat provide qualitative insights into community satisfaction.

Stat Insight: Communities that actively seek resident feedback are more likely to see renewal rates improve by 20% or more.³

Real-World Success Stories

Example 1: Reducing Maintenance Backlogs

A 400-unit property implemented live chat for maintenance requests. By automating ticket creation and updating residents in real-time:

Resolution Times: Reduced from an average of 3 days to under 24 hours.
Resident Satisfaction: Increased by 30%, as measured by follow-up surveys.

Example 2: Boosting Event Attendance

A multifamily property used live chat to promote a holiday mixer. Proactive prompts invited residents to RSVP and answered common questions, resulting in:

Attendance: A 50% increase compared to previous events.
Community Engagement: Residents praised the event in follow-up chats, expressing excitement for future activities.

Example 3: Encouraging Lease Renewals

Live chat helped a property retain more residents by sending proactive renewal reminders. Personalized messages offered to discuss renewal options or incentives, leading to:

Renewal Rates: A 15% improvement compared to the previous year.

Conclusion

Live chat isn’t just for new prospects—it’s a powerful tool for enhancing the resident experience and boosting retention. From handling maintenance requests and account inquiries to promoting community events and building stronger relationships, live chat provides the real-time, personalized support residents expect.

In a competitive market, retaining satisfied residents is just as important as attracting new ones. By investing in live chat, property managers can foster loyalty, improve satisfaction, and create communities where residents feel valued and engaged.