The Challenge
- To establish a way to communicate with clients and prospects on the website via chat
- Answer as many objective questions as quickly as possible ie. Do you have a pet policy, do you have a pool, etc.
- Cultivate subjective buying questions to lead to a real salesperson as quickly as possible
- Potentially capture data on prospects for future nurturing
- Push residents to resident portal where possible
- Conversion of rental questions to home ownership questions
- Get more people to use the chat
Client Priorities
MCM wanted an easy, modern way to connect with their current residents as well as with prospects visiting their site; they wanted to utilize technology to more efficiently answer their users’ questions.
The Plan
Implement HubSpot chatbot for 13 locations.
- Chatbots to include prospects (new buyers) and existing community members
- Buildout a Knowledge Base on HubSpot
- Build out chatbot flow to pull from Knowledge Base answers
- Work collaboratively with MCM to determine objective/subjective flows and at what point does the user get handed off
- Review bi-monthly for 60 days post launch for success metrics and implement tweaks as necessary
The Results
Our HubSpot team deployed intelligent chatbots across 13 locations. With the strong foundation of the Knowledge Base, bots quickly got to work interacting with site visitors to answer their initial questions, guide them through their buying journey and seamlessly connect leads to the sales team. The result was a strategic, ongoing chatbot solution that took care of simple client questions so that the customer service and sales teams could handle more complex activity.
