In aiming for a smooth leasing process for prospective leads, RealPage Contact Center, Knock, and AI Chat Rollover have joined forces in a collaborative effort to achieve this goal.
The main aim of the article is to provide insight and demonstrate how this collaboration will manifest for your leasing team.
The property utilizes RealPage Contact Center for handling All Calls:
> Potential leads will contact the property using the tracking information provided by the Contact Center team. The prospects will find these phone numbers on your digital or physical ads.
> Afterwards, the call is then directed to an associate at the Contact Center.
> After the call is picked up, the Contact Center associate will create a prospect, document the interaction, and schedule an appointment if necessary.
> Subsequently, the collected information will synchronize with the Knock Dashboard and Calendar (if an appointment has been scheduled).
The property utilizes RealPage Contact Center for handling Missed Calls ONLY:
> Prospects will contact the property through your Knock tracking phone numbers, located on your digital and physical marketing.
>When a potential lead dials the property, a guest card will be generated in Knock automatically.
> In the event that the on-site leasing team fails to answer the call, the automation will subsequently redirect the call to an accessible Contact Center associate.
> After the call is picked up, the Contact Center associate will update the form from their end, with the notes about the interaction, and schedule an appointment if necessary.
> Afterwards, the collected information will be synchronized with the current prospect card on the Knock Dashboard.
The property utilizes RealPage Contact Center Rollover Agent Sync (AI Chat):
> When a prospect contacts the property through the Knock Bot and either 1) asks to speak with an agent or 2) interacts with the Knock Bot twice without a clear resolution, it will prompt the Knock Bot to present a clickable button "Continue to Agent".
What prospects see:
What it looks like in the Guestcard:
> Then after clicking, a pop-up will be shown and will ask for the prospect information.
> After the chat is picked up, the Contact Center team will update the existing prospect card, document the interaction, and schedule an appointment if necessary.
> If an appointment has been scheduled, the gathered information will automatically synchronize with both the Knock Dashboard (prospect card) and Calendar.
With Appointment:
Without Appointment:
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