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7 Things We’ve Learned From Greeting Over 50 Million Renters

At BetterBot, we’ve reached a huge milestone! We’ve greeted over 50 million renters through our platform over the last two years. Our product has evolved into a more effective platform over time, and we’ve learned so much. With that being said, we want to share seven things we’ve learned from greeting over 50 million renters. 

1.After Hours Traffic Is Increasing

We’ve found that on average, 58% of our customer’s traffic is coming after hours. That’s over half of their traffic! We see this as a trend industry-wide. This highlights the importance of having service for prospective customers after the offices are closed. 

2. Onboarding Should Be Easy

No two properties are alike, so why should your onboarding experience be cookie-cutter/copy and paste? We know that bringing on new technology can be overwhelming. Over time we have maximized our onboarding process to ensure that it’s easy and accurate for our customers. It takes a 30-minute conversation to get our users onboarded, and it’s the most straightforward thing you’ll ever add to your processes. 

3. Guided Conversation is Effective

It’s crucial to guide renters so that they want to schedule a tour. However, you can’t force it. Lead gating can disrupt the prospect journey, which is why it’s been important to our team to create a flow that naturally guides the conversation so that prospects are eager to visit your community. 

4. Different Properties Call For Different Experiences

We know that all properties are different, especially when it comes to working with different property types. When engaging with an affordable community or a community built for students, the experience a prospect has when engaging with an affordable community has other parameters, qualifications, and even a different way of leasing. So we created Student & Affordable Bots to handle that and create a custom experience for your prospects.

5. Accuracy Is Important

Prospects expect a seamless, effortless, and easy interaction when engaging with a chatbot, including excellent access to property information while providing accurate and up-to-date answers. With Natural Language Processing (NLP) bots, we’ve seen a 33% error rate on average. That’s an F average if we’re looking at a typical grading scale! With Guided Conversation bots like ours, the conversation is natural and accurate all the time. 

6. Accessibility Is a Non-Negotiable 

It’s important that your prospects can reach you anywhere. Renters want real-time information, and they want to be able to contact you on any channel. That’s why with BetterBot, we’ve found great success using omnichannel marketing. Using our omi-channel marketing, you can reach prospects on any platform, including Facebook, Instagram, Twitter, Yelp, Craigslist, Apartments.com, Apartment List, and so much more. You’ll never miss a prospect, and you’ll acquire more qualified leads. 

7. Time Is Valuable

Time is the most valuable thing we have, which is why we understand the importance of spending it wisely. We’ve developed our bot to handle the menial tasks so that leasing teams can focus on what’s essential….being human! 

Greeting over 50 million renters sounds daunting, but for us, it’s been fun. We’ve learned so much about what renters crave, and we are continuing to evolve as we learn more. Stay tuned to find out what enhancements are on the horizon and see how we’ll keep improving!

3 Things Every Chatbot Onboarding Experience Should Include

Bringing a new process to your team can be overwhelming, which is why we’ve worked extremely hard to ensure that our onboarding process is different. When onboarding a new bot to your team, there are three things you should always look out for, including: 

  1. Quick Process
  2. Painless Set-Up 
  3. Straightforward & Simple Training

Let’s dive deeper into why these elements are essential to successful onboarding. 

1.Quick Process

If your onboarding is estimated to take more than a few days, run away! Bringing on a chatbot solution should be pretty seamless. A quick onboarding process will ensure that you are getting the most out of your solution. Residents must be greeted by your chatbot as soon as possible so they can get the information they’re looking for. So why wait? At BetterBot our onboarding process takes on average five days. Our team works tirelessly to ensure your bots are delivered promptly so that you can get started reaping the rewards of your new chatbot. 

2. Painless Set-Up

You should not be building your bot yourself. That’s a lot of work! Setting up your bots should be painless. Your chatbot solution should be able to provide insight on what renters are most receptive to. They should know what information is the most sought out and what prospects want to know. You should be able to rely on experts to help maximize your bot’s responses. It shouldn’t take countless hours of deciding what trail your prospects should go down. At BetterBot, it only takes 30 minutes to get started. We will sit down and have a conversation to determine your needs and branding elements. Then, we are off to the races, and our development team gets started building your bots. It’s painless and straightforward for all parties involved. 

3. Straightforward & Simple Training

Your team doesn’t need to spend countless hours training. It’s vital that your new chatbot eases the burden on your team. Why should having a new tool increase your team’s workload? It’s there to make life easier. BetterBot has an intuitive platform for your team to utilize. Your on-site staff should understand what your bot does for them, and they should know it’s there helping prospects. Beyond that, selected members of your team will want access to your BetterBot dashboard to make sure information stays up to date and to pull reports. This training is straightforward and simple, allowing you more time to focus on leasing apartments.

Bonus Tip: New technology should be exciting

Adding a new solution to your already existing tech stack can be daunting, but it doesn’t have to be. New technology should be exciting! It’s here to help. Onboarding your chatbot should be fun and exciting, not dull and time-consuming. It’s essential to keep these principles in mind when looking to bring on a chatbot solution. Remember, BetterBot checks all three boxes, so you’re at a great starting point. CLICK HERE to learn more! 

BetterPractices: How to Test Your Chatbot

So you’ve finally decided to create a chatbot – amazing! We’re so excited for you. Now you’re one step closer to transforming your property’s leasing process for the better. The thing is, it’s not quite enough to simply build a bot and call it a day. Every chatbot solution you create needs to be thoroughly tested to ensure it’s helping your property management team meet its goals. Additionally, if you’ve recently updated or upgraded an existing solution, it’s also important to run everything through QA. Ultimately, the better you understand your bot, the better you can make it work for your team’s unique needs. So how should you go about testing your bot? Keep reading for our tried-and-true best practices on how to test your chatbot.

How to test your chatbot

When it comes to effectively testing your multifamily chatbot, you’ll want to keep this flexible framework in mind. Every bot is different, but all bots need to meet these guidelines.

Hone in on your ‘why’

What do you want your bot to be used for? Answering questions about properties? Booking tours? Streamlining the leasing process? All of the above? Before you let your bot run free, it’s important to establish the ‘whys’ behind your bot. Write down every use-case you want your bot to cover, along with potential responses. Rank them by priority. 

The more potential scenarios you can plan for, the better! At the end of the day, a successful bot will be able to accommodate each and every one of these scenarios, creating a more streamlined user experience. Having trouble coming up with use cases? Ask your renters directly what features they would most like to see!

Establish KPIs

Once you know what queries you want your bot to cover, you’ll want to establish clear KPIs. These will help you gauge your bot’s performance. Classic bot KPIs include number of users served, number of steps needed to complete a request, and self-service rate (how well your chatbot can resolve a request without human intervention). Other great KPIs to keep an eye on are customer satisfaction rate, which can be measured through surveys, and sales conversion rate. The better your bot is able to meet these indicators, the more functional it is. 

Make sure it’s conversational 

Your customers may be talking with a bot, but that doesn’t mean their interaction doesn’t have to be anything less than conversational. The best bots are one that create an engaging experience with users, so you’ll want to make sure yours doesn’t sound too robotic. When you’re drafting up possible responses, keep answers straightforward and friendly. People don’t want to spend minutes reading through long answers that could’ve been said in a sentence or two. 

At this point, it may be helpful to bring in some test users to see how well the bot does. Additionally, this is a great point to implement A/B testing to see which types of responses prompt better conversion rates. 

Run performance tests

Now that you have a comprehensive set of use cases and responses, it’s time to optimize your bot’s performance. Along with improving response speed, you’ll also want to focus performance tests on security as well. Conversations between users and your bot need to be encrypted and adhere to consumer privacy compliance. 

Never stop testing!

Once you’ve got a chatbot you’re happy with, the work isn’t done yet! One of the great things about chatbots today is that so many of them can learn from user experiences and update themselves to improve. If your bot is designed to learn, it’s important to check in with it every month or so to ensure its responses are still up to par. Even if you manually update your bot, it’s still a good idea to check-in every so often and run speed and other performance tests. Continuous testing will help ensure both you and your customers are getting the most out of your bot!

At the end of the day, your chatbot solution is only as good as the quality of answers it can give. That’s why it’s so critical to run your bot through rigorous testing to ensure each user can get exactly the information they’re looking for. 

Now that you know how to test your chatbot, it’s time to optimize your bot’s presence on your website. Learn what to do (and what to avoid) here

Leveraging Marketing Automation to Improve Your Leasing Journey

As technology constantly evolves, customers are increasingly looking for ways they can have a hyper-connected experience. We had the opportunity to host a panel at AIM Reconnect where we talked about leveraging marketing automation to increase your leasing journey with Trevor Park, (Head of Marketing at BetterBot), Stephanie Soderberg (Sr. Director, Growth Marketing at Apartment List), Paul Edgeman (VP of Marketing & Technology at Thrive Communities), and Mike Wolber (Chief Revenue Officer at Rent Dynamics). Some of the important questions that were covered include:

  • How do you continue to drive personalized content to your audience?
  • What is one of the largest obstacles with marketing automation in multifamily and how are those systems adopted?
  • How do you use technology to maximize your team and campaign effectiveness?

Let’s dive a bit deeper into each of these. 

Stephanie Soderberg, Sr. Director of Growth Marketing at ApartmentList, shares that it’s important to find the right renters. She mentions that it’s important to look at the lead channels and understand the signals you are feeding back to your leads. She also talks about the importance of leveraging machine learning to automate the way we market to renters even more effectively. 

Paul Edgeman, VP of Marketing & Technology at Thrive Communities, talks about making the most of the platforms you have in place. He emphasizes the importance of maintaining your historical data while at the same time, taking advantage of technology. He shares why it’s important to adapt a holistic approach to evaluating tools and finding which ones help your conversion rates. 

Mike Wolber, Chief Revenue Officer at Rent Dynamics, addresses technology and how you can measure what’s working with your technology. It’s important to evaluate where your problems and opportunities lie and how you can tackle them. He shares the importance of participating in A/B testing and evaluating what’s working so that you can make the most of your marketing dollars. 

Trevor Park, Head of Marketing at BetterBot, reiterates the importance of participating in A/B testing. He shares that without solid testing, it will be difficult to effectively figure out which conversion tools are working for you. He talks about how we can take marketing automation to the next level by evaluating what is producing high success rates for your specific product. 

When leveraging marketing automation, it’s important to evaluate what is actually improving your leasing journey vs. what is hindering it. In this discussion, our guests ponder this topic and share in-depth insights on exactly how you can find what’s right for you. Check out the full video here if you’d like to catch all the insights these special guests shared. 

How To Add Your Chatbot To Google, Facebook, Yelp, And More

One of the most exciting things about BetterBot is that your bot can work for you virtually anywhere. We are happy to provide our customers with a bot that is great for Omnichannel Marketing, which is a fancy way of saying that you can market through different channels. It’s super easy to get your bot added to a number of places including Google, Facebook, Instagram, Twitter, Yelp, Craigslist, and more! All you need to do is simply add your BetterBot link to these sites and we’ll show you how.

Selecting Your User Experience

Log into your BetterBot Dashboard. If you are not currently set up, email support@betterbot.com and they can help you get logged in. Once you are in the dashboard, log into the property you’d like to update. Then, you’ll go to SHARE. From this point, you will see a number of different link options such as Welcome, Specials, Photos, Schedule Appointment, 3D Tour and more. These are the different spots you can start a conversation. Most users select the WELCOME point, as this gives the full user experience however, you are welcome to choose any link you’d like. Once you’ve chosen your link, copy it to your clipboard. 

Social Media

Adding Your Chatbot to Facebook

Step 1: Log into Facebook and go to your profile

Step 2: Select Edit Learn More and then Edit Button

Step 3: Select the Learn More button option. Then enter the desired link and save.

Step 4: You are good to go! Your prospects can now get all your property information right in Facebook. 

Adding Your Chatbot to Instagram

Step 1: Log into your account and go to your profile

Step 2: Select Edit Profile

Step 3: Enter your chosen link as your website and save

Step 4: You are all set and now prospects can get all the info they need from Instagram

Review Sites

Adding Your Chatbot to Google My Business

Step 1: Log into your Google My Business account. 

Step 2: Go to INFO on the side menu

Step 3: Add your chosen link as an APPOINTMENT LINK

Step 4: All done! You are good to go and your prospects can now get more information straight from Google My Business. 

Adding Your Chatbot to Yelp

Step 1: Log into your business owner account and go to the Your Business tab

Step 2: Go to Business Information

Step 3: Paste the link under Services Web Address

Step 4: You’re all done and your prospects can utilize your bot straight from Yelp

ILS Accounts

One of the easiest ways to get your chatbot on all ILS accounts would be to update your ILS feed with the BetterBot link, rather than property website link. This can be done easily if you are using feeds through Yardi, Entrata, etc. However, we are still sharing a couple ways you can update your ILS accounts if you are not using an ILS feed.

Adding Your Chatbot to Apartments.com

To update your website URL on Apartments.com you will need their support team’s help. Contact or representative or email support@apartments.com and let them know what link you would like to have displayed. 

Adding Your Chatbot to Craigslist

Step 1: Log into your Craigslist account and create a post

Step 2: Within the description of your bot, enter your website URL 

Step 3: Once you’ve posted you are good to go! Your prospects can find your bot right from your postings.

Like we mentioned earlier, you can have your bot virtually anywhere you can put a URL. We hope you’ve found these tips and tricks useful. For further information, reach out to support@betterbot.com

5 Ways to Guide Your Multifamily Chatbot Solution

What makes a great chatbot solution? To us, it comes down to the level of engagement your bot can create with your audience. The best bots are conversational, informative, and ultimately, helpful in pointing both prospective and current renters toward the right answers. This is easier said than done and takes knowing exactly what your audience is looking for and why. Your property management team can’t know everything though, which makes having a flexible, wide-reaching chatbot some of the best help your team can get. 

The best way to make sure your chatbot is able to serve a wide variety of people and requests is to optimize the questions it asks. From the beginning of the conversation to the conclusion, the right questions will help naturally guide both your bot and user toward the best solution for their specific query. 

So what questions should guide your bot? Let’s get into some of the most common types of questions your bot should utilize. 

1.Craft a friendly introductory probe

This is one of the first things a user will see and read, so it’s important that this first question is direct and open-ended. Introductory probes are questions that guide users to respond with a query or take a specific action. For example, “how can I help you?” is a super simple but effective way to get your user to engage with your bot. 

People tend to also respond best to bots that ‘speak’ in a friendly, conversational tone, so if you can craft something that evokes this tone, even better! Depending on your brand-specific POV and tone, you could embellish this first question by saying something like, “Well hello there! How can I help you?”. Chatbots provide a great way to showcase what makes your brand unique, so don’t be afraid to get creative! 

2. Get specific

Your multifamily chatbot is in place to help your audience find their next home, sign leases, and more. In order for your users to reach their end goal, your bot needs to be able to quickly determine your users’ needs. To do this, your guiding questions should be specific and targeted. For example, if a person is wanting to look for apartments available to rent, your bot shouldn’t just show every room available. Instead, your bot should ask specific questions that can guide a person to exactly what they’re looking for. Questions like, “how many beds are you looking for?” and, “Which price range looks about right?” are easy ways to narrow the field. 

3. Ask them how they’d like to contact you (and be contacted)

Sometimes, there’s only so much a bot can do before people want to speak with a human customer service representative. In cases like these, you’ll want to be proactive about asking how people want to contact you, and how they’d like to be contacted in the future. With a simple question, you can direct people to get in contact with your property management team via text, phone, email, or some other method. This is a great segue into how to ask for a user’s personal information. 

4. Ask for their information

Gaining personal information like emails and phone numbers from your users is important in tracking who’s using your bot and why. Additionally, if your bot’s interaction leads to an in-person engagement, it’s important to have peoples’ information on file. The thing is, most people won’t want to give out their info willy-nilly. Instead, your request for information should come up naturally within the context of your conversation. 

Instead of asking for their info right off the bat (or worse yet – gatekeeping information and resources until they submit their info), only ask for something once they’ve indicated they want to be contacted. Once they’ve chosen a method of contact, i.e. text, email, etc, then you can prompt them to submit their information with a friendly, “How can we best reach you?”. Don’t forget to ask for their first and last name as well! 

5. Give lots of choices

This last guideline is not so much a specific type of question you should ask, but how your questions should be framed. The best bots give users a lot of choices and flexibility, so don’t be afraid to give people lots of choices. The more choices you’re able to create, the more likely your bot will be able to take care of everything for your user, freeing up valuable time for your property teams to focus on other tasks. 

By building your bot around these guiding questions, you’ll not only help users reach the information and resources they need faster but will help free up valuable time that your leasing team can use to engage with renters and leads directly.

BetterBot Greets It’s 50 Millionth Renter

BetterBot continues to be Multifamily’s most adopted digital leasing solution

Atlanta, GA, April 14, 2021 – BetterBot, an industry leader in Multifamily chatbot software, is successfully building the future of renting. Through its proprietary conversational leasing solution, the company is creating new opportunities for property management teams to engage with both prospective and current renters through self-guided VR apartment tours, live-video, phone appointments, and more. In Q1 of 2021, BetterBot achieved a new milestone, greeting its 50 millionth renter through its omnichannel chatbot software.

Underscoring this achievement is the internal growth BetterBot has experienced over the past two years. Starting from a small team of 2, the company has blossomed into a team of over 40 dedicated builders, designers, and customer support enthusiasts. “I mean, I don’t just think it is a better bot; I think it is a better company. And I feel very much like a family now that said, that’s maybe a little kumbaya and touchy-feely, but I mean, come on when you’re having people who are running various departments in your company and people in your company who feel that way, you’re doing something right,” said COO and Co-Founder, Robert Turnbull. “And to me, business is less than half of it is the people you’re working with and what they’re giving away. That really makes the difference. And that’s why I love working with this type of style of company, the size of company, your type of company. I think we share these philosophies.” 

Since its inception in 2018 by co-founders Zlatko Bogoevski and Robert Turnbull, BetterBot continues to go from strength to strength. By focusing on cultivating meaningful interactions between renters and property management teams, BetterBot differentiates itself from other chatbot software. 

Today, BetterBot remains the most adopted conversational leasing solution in the Multifamily space, serving thousands of apartment communities and their respective management teams. In 2020 alone, BetterBot has seen conversion rates above industry standards, with over 10% of all conversations starting with BetterBot converting to a viable prospect or scheduled appointment. Answering over 4 million apartment specific questions and generating over a quarter of a million renter leads, resulting in almost 1 million hours saved for Leasing Teams across the country.

About BetterBot

Today’s renters want control over their leasing process. People want to be able to access information wherever, whenever, and most leasing teams simply can’t keep up. Enter BetterBot, Multifamily’s most adopted omnichannel digital leasing solution. BetterBot helps provide renters the information they want 24/7/365, on the digital platforms they’re already on. Using the most technologically advanced software, BetterBot showcases floor plans, hosts virtual tours, and explains specials and amenities while driving prospective renters to schedule in-person, self-guided, live-video and phone appointments. BetterBot is the round-the-clock leasing assistant of choice, helping to free up valuable time so leasing teams can do what they do best – being human. 

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How To Adjust To Changes In Multifamily

Sometimes it can feel like technology is advancing at a mile minute speed. At BetterBot, we’ve worked really hard to make improvements and pivot our business during the pandemic. We know that trends will continue to evolve as the pandemic conditions change. That’s why we’ve put together a comprehensive guide on how you, too, can adjust to changes in the multifamily industry. Those steps include: 

  1. Watch Trends
  2. Be Receptive
  3. Get Creative
  4. Take Action

Let’s walk through each of these more in-depth so that you can continue to make positive updates as time goes on. 

1.Watch Trends

What’s going on in the industry? Watch what other respected companies are doing in your wheelhouse. Are these things that would be beneficial to your processes? For example, when the pandemic started at the beginning of 2020, we realized that there was a massive need for some type of system that could clearly state COVID-19 protocols. We worked with our development team to create “unique protocols,” which will stick around post-pandemic. With these unique protocols, our customers could add custom questions for their prospects. Many of our users added questions like “Have you been exposed to COVID-19 in the past 14 days” or “Are you currently experiencing any COVID-19 symptoms”. We made a massive effort to listen to industry needs and make updates appropriately. 

2. Be Receptive 

Be open to changing processes to improve your business. Don’t continue with something just because that’s the way you’ve always done it. Take a look at how you are doing business and break it down. Does it make sense? Or would it be helpful to add or remove steps in your process? One great way to do this is to look at your online reviews and listen to your team members. Take the feedback and compile it so you can evaluate what needs to be improved. 

3. Get Creative

At the beginning of the pandemic, all in-person events were canceled or postponed. At BetterBot, we didn’t let that stop us! We decided to get creative and host a series of virtual events to keep our customers and prospects engaged. We hosted “Better Year, Better You,” a series of free fitness classes we hosted in partnership with Guided Fitness. We also hosted a few “Better Experiences,” including virtual cocktails and cooking classes. Find how you can continue to engage with your audience and find creative ways to do it. 

4. Take Action 

Get going! After you’ve done the brainstorming and thinking about what you want to update, actually do it. Be sure to identify who will take ownership of each project and schedule check-ins to evaluate the progress you are making. 

We hope you find this guide helpful. These are a few of the things we have done at BetterBot to stay successful during the pandemic and beyond. We are constantly working to ensure our customers are happy with their service and will continue to evolve as trends change.

Top 3 Ways To Engage Traffic Before You Have a Website

Leasing up a new community can be a lot of fun and also a lot of work. Sometimes it can be a bit overwhelming. That’s why we’ve put together three easy ways to engage traffic before you have a property website. This way, you can be engaging with your prospective renters before you even have a building and getting your property in a great position to fill up. 

1.Get The Word Out 

First things first, you’ll want to get the word out about your property. Create some buzz on social media and get people excited about your community. Share what great features and amenities your property will offer. You can also partner with other social accounts to help spread the word. Get creative and think about how you can engage on social media and build your following. 

2. Answer Questions….FAST! 

It’s vital to acknowledge your prospective residents as early as possible. That’s why it’s essential to answer questions as quickly as possible. Prospects also want to be able to find information with ease. If your property does not already have a website, consider a chatbot solution. BetterBot offers a bot solution that you can use as a landing page while your property site is getting the finishing touches. Once your site is up, it’s easy to embed so that you never miss a prospect. 

3. Claim Listings ASAP

Be sure to claim your listing sites as soon as you can! Sites such as Google My Business, Yelp, and others may get created without your permission if you don’t act fast. This is why it’s crucial to have your finger on the pule and gain control of your listings ASAP. 

Working in a lease-up community can be stressful, but it doesn’t have to be! With these three steps, you can get your property in a great position to fill up in no time. For more information on how BetterBot can jump in and ease your workload, CLICK HERE.