From Click to Key: How Live Chat Streamlines the Online Leasing Experience
The leasing process has shifted dramatically in recent years, with more prospective residents preferring to search, inquire, and even sign leases entirely online. Property managers face the challenge of meeting these expectations while providing a smooth and engaging digital experience. Live chat serves as the missing link, guiding prospects from their initial inquiry to signing the lease with ease.
This blog explores how live chat streamlines the online leasing journey, from inquiry to application, resolving technical issues, and creating a frictionless experience that keeps prospects engaged.
Guiding Prospects from Inquiry to Application
1. Engaging Prospects Early
The leasing journey begins the moment a prospect lands on your website. Live chat provides an immediate connection, offering real-time assistance to answer questions, showcase available units, and encourage further engagement.
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Proactive Chat Prompts:
- When a visitor browses the floor plans page, they might see a message: “Need help finding the perfect layout? Let us assist!”
- If they spend time on the pricing page, a prompt might say: “Interested in a tour? Let’s get you scheduled!”
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Stat Insight: Properties using proactive live chat prompts see 6.3 times more engagement than those without.¹
2. Simplifying the Tour Booking Process
Scheduling tours is often the next step after an inquiry. Live chat makes it seamless:
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Agents or chatbots can provide a calendar view within the chat window, allowing prospects to choose a time that works for them.
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Virtual tour links can be shared instantly for remote prospects.
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Example: A suburban community added tour scheduling through live chat and increased tour bookings by 40% within three months.
3. Assisting with Applications
Once prospects are ready to apply, live chat becomes an invaluable tool for guiding them through the process:
- Providing Clarifications: Agents can answer questions about lease terms, required documents, or fees.
- Direct Links: Prospects can receive direct links to the application portal, reducing navigation friction.
- Real-Time Assistance: If a prospect encounters issues during the application, live chat ensures immediate resolution.
Troubleshooting Technical Issues to Prevent Drop-Offs
1. Addressing Common Challenges
Technical issues are a leading cause of drop-offs during the digital leasing journey. Common challenges include:
- Application forms failing to load.
- Payment processing errors.
- Confusion about required documentation.
Without timely intervention, these hurdles can frustrate prospects and lead them to abandon the process.
2. How Live Chat Resolves Issues
- Instant Support: Prospects can report issues immediately and receive step-by-step guidance.
- Screen Sharing: Some live chat platforms allow co-browsing or screen sharing, enabling agents to guide prospects directly through the application portal.
- Escalation Options: Complex issues can be escalated to technical support or leasing managers without requiring prospects to leave the chat.
3. Minimizing Abandonment Rates
- Stat Insight: Prospects are 2.8 times more likely to complete an application when supported by real-time assistance.²
- Live chat keeps prospects engaged, ensuring they complete the application process without interruptions.
Creating a Frictionless Digital Leasing Experience
1. Eliminating Barriers
Friction in the leasing process—whether it’s unclear information, slow responses, or technical difficulties—can deter prospects from completing their journey. Live chat eliminates these barriers by providing:
- Real-Time Information: Answers to questions about pricing, availability, and amenities are delivered instantly.
- Guided Navigation: Agents can direct prospects to the right pages, such as FAQs, floor plans, or the application portal.
2. Personalized Interactions
Live chat makes digital leasing feel personal, mimicking the experience of speaking with a leasing agent in person. Features like saved chat histories and personalized greetings for returning visitors create a sense of continuity and care.
- Example: A prospect returning to the site sees a message: “Welcome back! Ready to finalize your application for the two-bedroom unit?”
3. 24/7 Availability
Leasing prospects often browse properties outside of traditional business hours. Live chat ensures your leasing office is always open, capturing leads and addressing inquiries around the clock.
- AI-powered chatbots handle routine questions, while human agents follow up during office hours for complex inquiries.
- Stat Insight: Properties with 24/7 live chat capture 30% more leads than those relying solely on phone or email.³
Real-World Example: End-to-End Leasing Success
Case Study: Urban Apartment Complex
An urban luxury apartment community implemented live chat to enhance their digital leasing experience.
Challenges Before Live Chat:
- Slow response times to inquiries, particularly after hours.
- High drop-off rates during the application process.
- Limited ability to provide real-time assistance.
Solutions with Live Chat:
- Proactive Prompts: Live chat engaged visitors on the pricing and amenities pages, offering to schedule tours or answer questions.
- Streamlined Applications: Agents assisted prospects in completing applications, addressing technical issues and clarifying lease terms.
- 24/7 Support: AI chatbots ensured inquiries were addressed instantly, with human agents following up as needed.
Results:
- A 25% increase in lead-to-lease conversions.
- An additional 15 leases signed per month, generating $540,000 in annual revenue.
Metrics to Measure Success
Tracking the performance of live chat ensures its effectiveness in streamlining the leasing journey. Key metrics include:
- Engagement Rate: The percentage of visitors who engage with live chat, indicating its ability to capture interest.
- Response Time: Average time it takes to respond to inquiries. Aim for under 15 seconds to maximize engagement.
- Conversion Rate: Percentage of chat interactions that result in scheduled tours, applications, or leases.
- Abandonment Rate: Percentage of prospects who drop off during the application process. Lower rates indicate a smoother experience.
- Customer Satisfaction (CSAT): Use post-chat surveys to gauge satisfaction and identify areas for improvement.
Conclusion
From inquiry to application, live chat transforms the online leasing journey into a seamless, engaging experience. By providing real-time assistance, troubleshooting technical issues, and eliminating friction, live chat helps property managers turn casual website visitors into committed residents.
In today’s competitive rental market, investing in live chat is more than a convenience—it’s a strategic move that ensures your property stands out and secures leases efficiently. Make your leasing journey as smooth as possible with live chat, and watch your conversions soar from click to key.
Sources
- Salesforce: Lead Response Management - https://www.salesforce.com/resources/articles/lead-response-management/
- Zillow Consumer Housing Trends Report - https://www.zillow.com/research/consumer-housing-trends-report/
- HubSpot: Lead Response Time - https://blog.hubspot.com/sales/lead-response-time