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What’s the most frustrating part of dealing with customer service? Is it having to wait for a response? Is it feeling like you’re not being heard? In recent years, we’ve witnessed an increasingly pervasive use of AI-driven tools such as chatbots to assist customers with simple tasks. But chatbots are oft limited to just that – simple tasks.
This month’s Brewing Data blog ventures into multifamily’s usage of chatbots and the challenge of balancing reducing operational costs with providing quality customer service.
Most renters are comfortable using chatbots for basic inquiries such as pricing information and availability checks.
However, when it comes to inquiries that require more nuance, an overwhelming 85% want to talk to someone onsite.
This makes it abundantly clear that having onsite personnel to readily jump in is crucial. Furthermore, 59% of renters want that person quickly, especially when a chatbot or a centralized employee can’t hack it. When renters really require help, they need onsite staff who are knowledgeable about their home.
Situations that require knowledge, empathy, and human understanding include money matters, safety concerns, contracts, and maintenance issues. While renters are comfortable with automated tools to an extent, oftentimes it is only a real human who can truly give them confidence and peace of mind.
Issues or questions that would always require speaking with a live leasing agent typically involve complex or urgent maintenance requests (issues like major appliance failures), plumbing emergencies, or security concerns that require immediate attention and the expertise of a live agent.
The successful balance of technology with human connection will prove paramount to the future of the multifamily industry. AI plays an important role, but it can never replace the importance of the human touch for deeper topics.
If you haven’t already, be sure to read the 5th Edition of the Internet Adventure Study for additional insights on the impact of technology, the new-age apartment hunt, and the real factors that drive renter decisions.