8/27/2024

RealPage's Approach to Contact Center Answer Automation

When it comes to streamlining property management and increasing operational EFFICIENCY, RealPage's Contact Center and Answer Automation solutions are leading the way. The contemporary multifamily housing market is swiftly shifting towards AUTOMATION and the utilization of AI, and RealPage is right at the forefront with its innovative approach to contact center solutions.

What is Answer Automation?

Answer Automation refers to the use of cloud-based technology that automates the process of responding to calls and inquiries. For property managers and leasing staff, this means that they can ensure they don't miss potential leads at any time. RealPage’s Answer Automation service automatically responds to incoming calls, qualifies leads, and routes requests to ensure that residents and prospects receive the information they need—promptly!

What sets RealPage's solution apart is its commitment to 24/7 availability. Imagine missing 50% of inbound leasing phone calls because they occur outside of regular office hours. This is where Answer Automation helps eliminate potential losses by capturing these opportunities around the clock.

The Benefits of Using Answer Automation

RealPage's Answer Automation provides numerous advantages to multifamily property management, including:

Improved Lead Capture: The service ensures that no potential lead is overlooked, leading to a 20% increase in scheduled visits and leases per call compared to traditional on-site leasing teams.
Enhanced Resident Satisfaction: The 24/7 service ensures residents can communicate their needs whenever they arise, leading to better satisfaction rates and retention.
Increased Operational Efficiency: With automated answering, on-site staff can focus on closing sales and performing more essential tenant services rather than answering routine calls.
Cost-Effectiveness: The solution often results in lower operational costs for property managers by reducing the need for constant staffing, thus saving time and resources.

How Does RealPage's Answer Automation Work?

RealPage’s Answer Automation technology operates through an all-in-one unified communication platform. Here’s how it works:

Incoming Calls and Inquiries: The automated system answers inbound leasing phone calls and inquiries through varying channels like emails, chats, or texts.
Lead Qualification: The system engages with the prospect, qualifies leads using pre-set criteria, and effectively schedules appointments without human intervention.
Service Routing: Should the inquiry fall outside the automated responses, the system seamlessly transfers the caller to a live agent when needed, ensuring high-quality engagement.
Maintenance Dispatching: The system also helps fulfill service requests for maintenance, acting as first responders to resident queries around the clock.

A stellar feature of RealPage's Contact Center is the new Answer Automation 2.0 platform that integrates AI. This upgraded platform includes:

Caller ID Info Available Calls: Calls are captured and interact seamlessly with the Answer Automation system.
Advanced Reporting Tools: Users have real-time access to call reports, monitoring recordings, and compliance metrics.
User-Friendly Features: The self-service settings enable property managers to adjust email settings, greetings, and even contact permissions directly.
Knowledge Database: Easily accessible help guides allow staff to know what to do when special requests arise, ensuring the appropriate action is taken without delay.

The Role of AI in RealPage’s Automation

RealPage is taking automation one step further with the introduction of AI Chatbots within the Contact Center 3.0. The AI technology provides a substantial value-add by handling basic inquiries, allowing staff to focus on higher-value activities.

Warm Transfers to Live Agents: When an AI chatbot cannot assist customers, it skillfully transfers the inquiry to a live agent to maintain continuity.
Real-Time Scheduling: Prospects can request live agents directly, check availability, and even self-schedule tours through the platform.
24/7 Availability: The AI system operates around the clock, aiding property managers who work with limited staffing resources. This ensures that prospects don’t hesitate or drift away due to long waiting times.

Real-World Applications of Answer Automation

The effectiveness of RealPage’s Answer Automation can be seen through customer success stories. For example, Barrett & Stokely implemented Answer Automation and saw significant increases in efficiency. Companies using this system can expect to see at least 40% of leads resulting in scheduled onsite visits!

In addition to contact management for leasing inquiries, the Answer Automation system is pivotal for maintaining client relationships. As property managers can attend to resident concerns and maintenance requests with rapid responsiveness, they create a positive living experience that translates to better occupancy rates.

Conclusion: The Future of Contact Center Automation

RealPage's Answer Automation and 24/7 Contact Center solutions represent a step into the future of property management. The combination of AI technology and automation not only optimizes the leasing process, but enhances the overall customer experience.

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