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Why Multifamily Properties Should Use Live Chat on Their Websites - The Statistics

Why Multifamily Properties Should Use Live Chat on Their Websites - The Statistics

Why Multifamily Properties Should Use Live Chat on Their Websites - The Statistics

The multifamily property market is highly competitive, with prospective residents seeking efficient, personalized communication during their apartment search. Live chat is a transformative tool that meets these needs, improving engagement, conversion rates, and overall satisfaction. Let’s explore why multifamily properties should adopt live chat, supported by statistics and detailed sourcing.


1. Meeting Consumer Preferences for Communication

Live chat is increasingly preferred by consumers for its immediacy and convenience:

  • 41% of consumers favor live chat over phone (32%) and email (23%) because it is faster and easier to use.¹
  • 63% of millennials prefer live chat for customer service over other channels, emphasizing the importance of meeting their digital-first expectations.²
  • Properties with live chat see 60% of visitors more likely to revisit their websites, boosting engagement.³

2. Improving Customer Satisfaction

Live chat consistently outperforms other communication channels in customer satisfaction:

  • 87% of users report high satisfaction rates, compared to 61% for email and 44% for phone support.³
  • Quick responses are critical, with live chat averaging a 15-second response time, far faster than email or phone calls.⁴

3. Boosting Lead Generation and Conversions

Live chat is a proven driver of lead generation and conversions:

  • Businesses with live chat report a 20% increase in conversion rates
  • Visitors using live chat are 2.8 times more likely to convert than those who don’t interact.⁵
  • Proactive chats increase engagement by up to 6.3 times, helping turn casual browsers into prospective residents.⁶

4. Enhancing Operational Efficiency

Live chat helps streamline operations by automating routine tasks while maintaining a personal touch:

  • 53% of companies resolve most complaints during the first live chat interaction, reducing the need for additional follow-up.⁵
  • AI-powered chatbots handle common inquiries like availability, pricing, and lease terms, freeing human agents to focus on complex issues.⁶

5. Reducing Costs

Live chat is a cost-effective alternative to traditional support methods:

  • Businesses using live chat report a 48% increase in revenue per chat hour, demonstrating a strong return on investment.⁵
  • By automating routine support, live chat reduces the burden on leasing teams, cutting costs while improving service quality.⁶

6. Providing 24/7 Support

Live chat ensures prospective residents can connect anytime, anywhere:

  • AI-powered chatbots provide round-the-clock service, ensuring no inquiry is missed.⁴
  • Mobile optimization means visitors can engage via live chat on their smartphones, catering to the on-the-go lifestyle of many renters.³

7. Strengthening Brand Reputation

A responsive, customer-focused brand image is essential in the competitive multifamily market:

  • 77% of consumers have a favorable view of brands that proactively engage with them through live chat.⁶
  • Promptly addressing inquiries creates a lasting positive impression, setting properties apart from competitors.²

Real-Life Applications for Multifamily Properties

Scenario 1: Proactive Guidance

A visitor browsing floor plans for several minutes receives a live chat prompt: “Need help finding the perfect layout? We’re here to assist!” This proactive approach encourages engagement.

Scenario 2: Language Accessibility

A prospective resident who doesn’t speak English uses the live chat’s built-in translation features to inquire about lease terms, demonstrating inclusivity.

Scenario 3: Streamlined Scheduling

Through live chat, visitors can instantly schedule a property tour, reducing the time spent on back-and-forth communication.


Statistics That Support Live Chat Adoption

  • 42% of customers prefer live chat because it eliminates long wait times, a common issue with phone support.²
  • 71% of businesses plan to invest in live chat technology to improve customer service, underlining its growing importance.⁵
  • Websites with live chat experience a 20% increase in engagement, helping retain visitors.³

Conclusion

Live chat isn’t just a communication tool—it’s a strategic asset for multifamily properties looking to engage prospective residents, drive conversions, and build lasting relationships. Its efficiency, accessibility, and ability to meet customer expectations make it an indispensable part of modern property management.

By adopting live chat, multifamily properties can stay competitive, turn casual browsers into loyal residents, and provide an exceptional customer experience. Invest in live chat for multifamily today and transform your leasing process! Contact us for more details.


Sources

  1. Zoho SalesIQ: Live Chat Statistics - https://www.zoho.com/salesiq/blog/live-chat-statistics.html
  2. Freshworks: Live Chat Statistics - https://www.freshworks.com/freshchat/resources/live-chat-statistics/
  3. ProProfs Chat: Key Trends - https://www.proprofschat.com/blog/live-chat-trends/
  4. Comm100: Live Chat Benchmarks - https://www.comm100.com/resources/benchmarks/
  5. Sixth City Marketing: Live Chat Insights - https://www.sixthcitymarketing.com/blog/live-chat-statistics/
  6. Tidio Blog: Live Chat Statistics - 24 Essential Live Chat Statistics You Should Know (2024)
  7. LiveAgent: Proactive Chat Benefits - https://www.liveagent.com/proactive-chat/
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