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
- Discovery meeting to create list of content needed
- Buildout 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
