Meet Catherine Shinerock, Marketing Manager at Advanced Rent Option (ARO™), a service by Choices.
Choices let and manage over 2,500 properties on behalf of landlords. Through ARO™, they pay landlords their guaranteed year’s rent upfront, and collect it back monthly from the tenants. ARO™ is Choices’ standard quality property management service, with the added benefit of giving landlords their years’ rent upfront to refurbish their properties, reinvest, or cover any other needs. The service was launched in 2018 and has been a real game-changer.
Challenge: Admin-heavy processes and fake information
On average, the Choices Sales team manages hundreds of leads per month from Facebook and Instagram ads. A common issue they face is fake or missing information:
- Leads who don’t always provide real phone numbers;
- Leads who don’t provide enough information, making them unqualified for ARO™.
Both these things lead to a very admin-heavy lead management process. On the one hand, they don’t have the correct contact information to reach the landlords and schedule appointments. On the other hand, the Sales team often finds themselves having to ask for and check documentation that should have been submitted beforehand to assess if a landlord is qualified or not.
Additionally, after they’re already in touch with the leads, Sales reps get a lot of FAQs asked regularly. There’s a lot of back-and-forth and the need to answer the same questions, which delays the Sales process and hinders the Sales team’s efficiency and ability to focus on landlords’ concerns and details that are not covered in the FAQs.
Choices was already using WhatsApp as a communication channel due to its instant nature, being able to see when a message has been delivered, and because it’s a more personal and friendly way to get in touch with the landlords. However, they were still looking for a way to:
- Automate the lead qualification and appointment scheduling process on WhatsApp;
- Ensure lead information is accurate and that leads show up to appointments
Solution: An AI-powered WhatsApp Chatbot to qualify leads and schedule appointments
Choices found that Landbot’s AI solution was the way to automate their lead management process and make WhatsApp communication more efficient.
Before, there was a lot of back and forth between leads and Sales reps, with the occasional need to schedule calls to answer landlord’s questions. Now there is an AI WhatsApp chatbot dedicated to answering FAQs, qualifying leads, checking landlords have the correct documentation, and scheduling appointments. This AI WhatsApp chatbot is available 24/7, which means that leads’ queries are getting answered automatically, even during the weekend and outside the Sales team’s office hours.
Choices’ appointment booking process is even faster, which, in turn, has improved the number of booked appointments and helped Sales reps have higher-quality conversations when they are on the phone with leads.
Catherine Shinerock | Marketing Manager at ARO™ (Choices)
With Landbot’s AI chatbot generating leads, verifying documentation and answering FAQs, Choices’ Sales reps can focus on dealing with more sensitive topics such as tenant move-in dates, missing details in tenant referencing, or handling paperwork.
Now and going forward
Choices’ AI WhatsApp chatbot is currently available exclusively on their Facebook and Instagram ads. However, after gathering feedback from the Sales team, the plan is to deploy this AI chatbot on their website as well, so their customers can interact with it on the homepage of their website.
When talking about the landlord’s experience with their AI WhatsApp chatbot, Catherine says: “There were a couple of customers that said that they really liked how quickly they got answers.”
Marketing Manager at ARO™ (Choices)
Marketing Manager | Conversational Design
Landbot’s AI solution has significantly enhanced Choices’ Sales team’s productivity and efficiency
Choices saw an increase in the conversation rate from lead generated to appointment booked with landlords — it’s now at 9%. Plus, in the 2 months since it’s been live, the AI WhatsApp chatbot has engaged with 230+ landlords.
The main benefit of Landbot’s AI is clear to Catherine. The AI WhatsApp chatbot is available 24/7 and performs even during non-business hours, questions get answered automatically, and documentation is verified. This has increased the number of booked appointments, and the quality of conversations between Sales reps and landlords has improved.
With the AI Appointment Assistant from Landbot, the lead qualification and appointment booking process at Choices is now a productive blend of friendly automation and human interactions with landlords - an engaging and efficient conversational experience.