Chat is the future of renting
Live chats are making things much easier for customers in many industries. By providing a chat option for your customers to connect with you, you allow them to multitask: such a feature can be used while they're at work or doing other activities, and makes communication with you quicker and more compatible with their busy schedules. It will also help you guarantee lots of happy customers for your business!
Embracing live chat as an alternative communication channel can help you grow your business, by giving you access to a broader market. Young professionals that move to London with a full-time job (and who love the Movebubble app) only have a limited amount of time to dedicate to emails and phone calls, that's why they're always looking for other - handier - ways to connect with companies... estate agents included!
A research conducted by Zendesk revealed that:
92% customers feel satisfied when they use the live chat feature, compared to other communication options like voice (88%), email (85%), web form (85%), and social media (Facebook 84%, Twitter 77%)
Long story short, chat is revolutionising businesses. And there's no escape, dear agents, you will need to embrace it not to be left behind 👩🏻💼
At Movebubble, we've built a way for you to receive the renters' requests wherever you are, and make sure to offer them an amazing customer experience! In the next few paragraphs, you'll discover how chat on the app works, and a few tips and tricks to make the most out of it.
How to use the Movebubble Chat
Using Movebubble chat to communicate with renters is super easy. All you need to do is download the Movebubble Partner app and turn on the notifications... and then MAGIC ✨ happens!
When a renter sends an enquiry for one of your properties, the quickest agent to respond in your branch will claim the renter and start a chat conversation with them.
Through the chat you can communicate with renters at all times, even outside the normal office hours if you need to. Viewings can be booked in the chat by tapping on "Book in Viewing", and you can easily add these viewings to your calendar so you won't forget about your appointments. Also, renters will receive notifications about the viewings that have been booked through the app, so you won't need to send them reminders for them show up on the right day, at the right time! 📆
Tip 1: Make sure to keep the conversation friendly and informal. Most of the renters on the app are young professionals aged between 25 and 35, who expect to chat with you in a relaxed way - no jargon needed!
Tip 2: Booking viewings through the app will trigger a feedback request on the renter's app. Make sure to provide the renters with the best service possible, so they'll be encouraged to give you the 5 star rating you deserve!
If you wish to change the date and time of the viewing, this is possible in a few taps on the app. Just select the "+" button at the bottom of the screen and choose "reschedule viewing" to change the details. The renter will receive a notification to be informed about it.
(Cool) things you might not know about the chat...
If renters enquire about a property that is no longer available, there's no need to ignore them! You can simply suggest other properties by tapping on the "+" button and selecting the "Suggest Properties" option. This will give you access to the list of properties that are currently available for your agency on Movebubble, so you can find another one that matches the renter's needs and send them details about it with a single tap on your smartphone. Sounds quite easy, right? Way better than sending multiple emails or making lots of phone calls 😉 and a million times better than missing out on a potential deal!
Tip 3: Keep the conversation on a single channel! If your customers got in touch with you using the chat on the app, they will expect to receive an answer on that same channel. Contacting them via email or phone might confuse them, and you would lose track of the conversation too! Ever called a renter and been asked "Ermmm which agency are you? Which property are we talking about??"... chat eliminates any confusion!
Tip 4: Respond to renters as soon as you can! Most of them are looking to move quite quickly, and they'll send multiple enquiries to many different agencies to make sure they find a home in time. If you aren't fast enough, you'll risk missng out on the deal altogether.
According to a study conducted by Zendesk:
(...) the time to first reply is also an important important factor that influences the customer satisfaction
We know how hard it can be to receive high quality leads through other rental platforms, and we think it is really important that the enquiries received through Movebubble aren't a waste of your precious time. That's why we help you pre-qualify the renters by asking them to fill out some details before getting in touch with you.
Tip 5: When new renters send you a new message on the chat, simply tap on their name to see some interesting information about them. How many properties have they shortlisted? Which properties are they "watching" with you? And what about other agencies' properties? These details will give you an idea of how keen is the customer to find a property to rent and what their requirements are, so you can suggest the best options for them and be as helpful as possible!
The importance of booking viewings through the chat
Booking viewings through the chat is super important! This enables renters to receive notifications and reminders about the appointment and, most importantly, it gives you the chance to receive star ratings from the renters you've chatted with. We will never stop repeating how important building your online reputation can be: this is what attracts other renters and new businesses to your company, and you need to take very good care of it. Also, your star rating is one of the metrics we use to feature you on our Landlord page, where landlords can type their postcode and find the best letting agents in their area to instruct them with their properties!
After the feedback has been received, make sure to check out your profile on the app to see what your current star rating is!
Tip 6: After a successful viewing, ask the renter if they're ready to make an offer! They can do it through the app, and you can simply review it and accept it from your side after checking the details with the landlord.
Renters ❤️ to chat with you!
Renters are loving our chat, and many of them get in touch with us to ask why not all of our agents are on chat. If you're already one of the verified agents on the app, try and make the most out of the chat by being as responsive as you can and improve your response time.
“If only all estate agents used this”
Jim Ha, Renter (5 star app review)
Tip 6: The response time shown on your profile is referred to the average time it takes you to respond to renters when they first get in touch with you. Respond to renters within 2 hours from their first enquiry, and get back to them even if the property they're looking for is not available. (You can suggest another one, remember?)
Ready to become the most responsive agent on Movebubble?
The chat is becoming a "must-have" for companies that are offering their services to millennials. If you want to give it a try, feel free to get in touch with our team and we'll talk you through our chat feature to get in touch with renters and do more deals 🏡
Click on the button below to get in touch with our Partnerships team and learn more about Movebubble! We look forward to having you onboard 😎