During this week’s #AptChat, you ran the show. You chose the topics, you asked the questions, and we had a great discussion that spanned a variety of topics.
They included live chat tools, customer relationship management, and call centers; these are the highlights.
@ZunaSol Thanks for being here today! When you say conversion, do you mean conversion from prospect to signed lease? #AptChat
— Apartment Chat (@AptChat) July 5, 2016
@ZunaSol Completely agree about creating the experience. What are some other ways you see apartment companies delivering on that? #AptChat
— Apartment Chat (@AptChat) July 5, 2016
@ZunaSol Agreed, we’ve seen that live chat can be extremely helpful. Also seeing more of that happening through social media, too. #AptChat
— 30 Lines (@30lines) July 5, 2016
Teams “keep in touch” with clients after signing the lease, before moving. Let client know that someone is “waiting” for your move. #AptChat
— MoveAssistOnline (@ZunaSol) July 5, 2016
@AptChat Go beyond the 1st impression. Help client through process. People decide to extend lease within first 2 weeks of moving in #AptChat
— MoveAssistOnline (@ZunaSol) July 5, 2016
@RokitNowInc Sounds awesome! What are you hearing from the people you’re talking with? What do they need most right now? #AptChat
— Apartment Chat (@AptChat) July 5, 2016
@RokitNowInc As in, how can we respond to our prospects faster? And how do we do that without creating a disconnected experience? #AptChat
— Apartment Chat (@AptChat) July 5, 2016
(1/2) Yes, responses to inquiries from prospects. We have yet to see a great CRM tool that tracks all touch points of a prospect #AptChat
— RokitNow (@RokitNowInc) July 5, 2016
@RokitNowInc Do you think more property managers should look outside the industry for CRM solutions? Are industry tools improving? #AptChat
— Apartment Chat (@AptChat) July 5, 2016
(1/2) Industry tools are improving, however, it’s hard to find a one-stop solution for all needs. Our industry should look outside #AptChat
— RokitNow (@RokitNowInc) July 5, 2016
(2/2) for examples. Everytime I call my cell phone provider they know what I’ve emailed and discussed last time #AptChat
— RokitNow (@RokitNowInc) July 5, 2016
CCs can be effective if prospects can’t tell the difference. Scripts create a disconnect-CCs tell prospects upfront they are a CC. #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat IMO it’s better for a prospect to feel like they’re talking to a real person, having a real conversation. #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat Little to no training for CC reps, many are working off a script calls lose the personality of the community. #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat Listening to calls, work with CCs on verbiage they would use, heads up on competitors, prospect pain points #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat There’s value in CCs but PMs know their markets, prospects/residents – CCs don’t #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat Absolutely – count me and @SatisFactsJen in on the chat. #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
@AptChat As always @artchickhb is so great with this stuff. #aptchat
— Lia Nichole Smith (@SatisFactsLia) July 5, 2016
Our next #AptChat is slated for Tuesday, July 12, 2016 at 12 pm Eastern, and we’ll be discussing incentive programs (resident referrals, preferred employers, loyalty benefits, etc). In the meantime, be sure to sign up for #AptChat updates to get these recaps and more delivered straight to your inbox!