Launching a real estate chatbot has never been easier or more straightforward. Far from being a luxury, automated tenant assistance is seen as an innovative tool at the service of digital rental management. It's interactive and enables real estate professionals to get closer to their customers by providing immediate answers and solutions.
In France, 10 million people are tenants of social housing and, more generally, 36% of tenants nationwide. However, the digitalization of rental management is still too timid, even if it means appearing to be the poor relation of the customer.
This is where the conversational agent comes to the landlord's aid, revolutionizing the tenant's daily life.
Informing, resolving, anticipating: real estate's backs to the wall
In 2020, solutions promising to simplify everyone's day-to-day life are proliferating, yet rental management is struggling to reinvent itself...
From time-consuming, repetitive operations to the most elaborate questions and the most common tenant requests: all too often, everything is still handled using slow, manual methods, needlessly mobilizing teams and directly impacting their productivity.
The administrative burden, often tedious and sometimes complicated but absolutely essential, can lead to disappointment, annoyance and incomprehension on the tenant's side.
Today, a tenant's request is processed in 72 hours on average.
Even though some lessors now offer digital tools or interactive services - such as customer areas where you can easily find your personal information or download documents - these interfaces struggle to find their audience and are often unsuited to mobile browsing.
The result: the tenant, thinking he's hit the target, is once again disillusioned, and the landlord, powerless, is faced with a growing lack of confidence.
From real estate agent to conversational agent
Uses are evolving, and the notion of autonomy on the tenant's side is e-ssen-tial!
Artificial intelligence is not just a digital marketing trend. It can also change the way condominium managers do business, enabling them to refocus on handling high value-added requests.
Tenants need more than just the keys to their home: they also need the keys to make their experience as a tenant smooth and reassuring. In this way, the intelligent chatbot gives tenants access to more personalized assistance, with no waiting times and meeting today's customer relations standards.
Using a chatbot capable of handling natural language conversations also eliminates accessibility issues, regardless of the user's age and appetite for digital technology. Enjoying a service that's instantly available, 24/7, corresponds to the evolving expectations of tenants, who use messaging services in their daily communications, to buy on an e-commerce site or get help from the authorities.
The key to continuous service
Renting a home is a rich experience that can lead tenants to seek help from the landlord before, during and after moving in.
Whether it's the search for accommodation itself, the administrative formalities, the creation of a file, supporting documents, a request for assistance, a water problem, the cancellation of a lease or the reimbursement of a deposit: all these formalities can be handled in a hybrid way thanks to virtual agents upstream of the advisors. Once the necessary information has been gathered, or a request has been thoroughly qualified, managers can take over and focus on the most complex cases.
Digitizing all or part of the application resolution cycle improves the customer experience, speeds up application processing and increases advisor productivity. The aim of this type of improvement is to increase customer satisfaction while generating savings in the medium term.
The conversation is part of an R.O.I-ste
There are many advantages to using a chatbot in your tenant relationship management:
- up to 70% of recurring low value-added requests can be automated,
- the volume of e-mails handled by a customer service department tends to drop by 20 to 30% in the 4 months following the implementation of a chatbot, considerably lightening the workload of advisors.
This innovative solution allows lessors to achieve savings of 10 to 20%.
Conversational artificial intelligence and human intelligence are just a click away. One does not replace the other: they complement and support each other. A hybrid service that not only differentiates the landlord, but also enables him to provide complete satisfaction to the person he is talking to.
This innovative solution not only saves landlords 10 to 20% on customer service costs, but also increases their commitment rate by 10% to 25% and, above all, reduces the time taken to process a request by 100%.
This truly transforms the customer relationship, from the virtual visit, through the appointment process, right up to the conclusion of the lease contract. Tenants are no longer impatient. They know that, at any time, they can: either use the traditional channels (telephone, e-mail, post), or go online to their personal space, or even use a messaging application they're familiar with (WhatsApp, Messenger).
Focus on the Tolk solution
Deployed in less than an hour, the Tolk automation platform requires only 15 to 20 minutes of maintenance per day, and can automate up to 80% of recurring requests. Add to this a capacity for rapid evolution in the scope of knowledge, and it's easy to make new services available. The result: an enriched customer experience and increased customer satisfaction.
