Automate resident support using machine learning and email

Multifamily operators use many channels for offering support to their residents. But the most popular medium for customer service management continues to be email.

On average, the industry seed 35 emails per 100 units every month from customers needing support.

As a result, your property inboxes are flooded with resident requests, vendor queries, automated notifications, and internal memos. Email management is now an essential skill that can help optimize property operations. It is the most common mode of collaboration and also a record of information. Unfortunately, property teams often use the long chains of email as both a mode of communication and a repository of knowledge. As a result, it is becoming more difficult to find actionable intelligence from our inboxes.

There is a solution to finding actionable insight from the clutter of community inboxes. Sophisticated industry-specific language models can exact performance and trends to help reduce workload and also automate processes. It can help identify the emails that need attention and add them to queues or tasks lists by both priority and department. Our email data is an excellent source of big data, which helps drive a better understanding of our customers and properties. According to the McKinsey Global Institute, professionals spend 28% of their time on emails. The onsite teams at our properties are often dealing with email overload.

Our teams can be more productive by working through automated task lists generated by the models analyzing emails.

This approach gives them the time and resources to respond with a resolution without distraction from their immediate tasks. It also helps move the priority of a request by tracking the time commitment for a job that is at risk of being lost.

Ultimately, the efficiency of your team helps improve both resident experience and retention. Owners can share an effective team working through tickets over multiple properties. We can now reduce the cost of support while increasing the long-term value of each resident, without any need for change management by using the humble email inbox with some cutting-edge machine learning.

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How to hyper-automate your residential operations