Maximizing the Efficiency of Your Leasing Team with Knock CRM’s Live Chat

In multifamily property management, leasing teams are the backbone of maintaining high occupancy rates. These teams are responsible for managing a wide array of tasks, including responding to inquiries, scheduling tours, following up with leads, and ensuring a smooth leasing experience. Juggling these tasks manually can often lead to inefficiencies and missed opportunities. Knock CRM’s Live Chat offers a solution to streamline these processes, helping leasing teams maximize their efficiency while providing top-notch service to prospects.

This blog explores how Knock CRM’s Live Chat simplifies communication, reduces response times through automation, and leverages data tracking to optimize leasing operations.

Introduction

Challenges Leasing Teams Face

Leasing teams often contend with:

• High Volume of Inquiries: Prospects ask about availability, pricing, and amenities across multiple channels, creating a communication bottleneck.
• Time-Consuming Follow-Ups: Scheduling tours and nurturing leads can take significant time, leaving less bandwidth for closing leases.
• Manual Processes: Without automation, agents spend unnecessary time on repetitive tasks, leading to inefficiencies.

How Knock CRM’s Live Chat Helps

Knock CRM’s Live Chat addresses these challenges by providing a centralized, real-time communication tool. It enables leasing teams to manage multiple inquiries simultaneously, automate routine interactions, and track performance metrics to improve workflows.

How Live Chat Streamlines Communication

1. Centralized Communication Across Channels

Knock CRM consolidates inquiries from various channels, including website chat, email, and text, into one unified dashboard. This eliminates the need for leasing teams to toggle between platforms.

• Proactive Engagement: Agents can respond to prospects as soon as they initiate contact, maintaining their interest and reducing drop-off rates.
• Streamlined Workflows: All communication logs are synced with the CRM, ensuring seamless follow-ups and eliminating the risk of missed inquiries.

Example: A prospect reaches out via live chat on the property’s website to ask about availability. Knock CRM automatically syncs the inquiry with the lead profile, enabling the leasing agent to respond promptly and track the conversation for future follow-ups.

2. Simultaneous Responses Without Overload

Knock’s Live Chat allows leasing agents to manage multiple conversations at once, increasing efficiency without sacrificing quality.

• Priority Management: Agents can prioritize urgent inquiries while maintaining engagement with less time-sensitive leads.
• Multitasking Tools: Features like typing previews and templated responses help agents handle several chats simultaneously without delays.

Stat Insight: Properties using live chat tools report a 30% increase in response efficiency, enabling agents to handle more inquiries in less time.¹

Reducing Response Time with Automated Tools

1. Automating Routine Inquiries

Knock CRM’s automated reply features help handle common questions, such as:

• Pricing and Availability: Chatbots can provide unit pricing and availability in real time.
• Tour Scheduling: Prospects can schedule tours directly through the chat, with available time slots displayed automatically.
• Basic Policies: Details about pet policies, parking, or lease terms are handled instantly by chatbots, saving agents valuable time.

Example: A prospect browsing after hours asks about available one-bedroom units. The chatbot responds instantly, lists available options, and allows the prospect to book a tour without agent intervention.

Stat Insight: Automated responses can reduce response times by up to 80%, improving the prospect experience and keeping them engaged.²

2. Focusing Agents on High-Priority Tasks

Automation allows leasing teams to focus their efforts where it matters most: converting leads into leases.

• Escalation for Complex Queries: When chatbots encounter nuanced questions, they escalate the conversation to a live agent, ensuring prospects always receive accurate and helpful answers.
• Personalized Follow-Ups: Agents can use the time saved to create personalized touchpoints for high-value leads, increasing the likelihood of conversion.

Tip: Pair automated tools with personalized service to strike the right balance between efficiency and engagement.

Tracking Performance and Data

1. Monitoring Key Metrics with Knock CRM

Knock CRM provides detailed analytics to track live chat performance and its impact on leasing success. Key metrics include:

• Response Times: Measure how quickly inquiries are addressed and identify bottlenecks.
• Engagement Rates: Track the percentage of prospects who engage with live chat versus other communication channels.
• Lead Conversion Rates: Monitor how many inquiries turn into tours and, ultimately, signed leases.

Example: A property manager reviews Knock’s analytics and identifies that response times are slower during peak hours. They adjust staffing schedules to improve coverage, resulting in a 20% increase in tour bookings.

2. Optimizing Staffing and Workflows

Data insights allow managers to allocate resources more effectively:

• Staffing Adjustments: Use live chat activity data to schedule agents during high-traffic times.
• Training Opportunities: Identify areas where agents need additional training, such as handling complex inquiries or managing multiple chats.

Stat Insight: Properties that use performance data to optimize workflows report a 15% increase in overall leasing efficiency.³

Conclusion

Knock CRM’s Live Chat is an indispensable tool for leasing teams aiming to improve efficiency and responsiveness. By centralizing communication, automating routine tasks, and leveraging data to optimize workflows, live chat enables agents to focus on higher-impact activities like closing leases and nurturing resident relationships.

In a competitive rental market, properties that prioritize real-time engagement and efficient communication will have a significant edge. Invest in Knock CRM’s Live Chat to transform your leasing operations and achieve faster, more reliable results.

Sources

1. Tidio: Live Chat Efficiency Statistics - 24 Essential Live Chat Statistics You Should Know (2024)
2. Salesforce: Lead Response Management - https://www.salesforce.com/resources/articles/lead-response-management/
3. NMHC: Multifamily Leasing Technology Trends - https://www.nmhc.org/research-insights/
4. HubSpot: The Impact of Automation on Customer Service - https://blog.hubspot.com/service/customer-service-automation