LPClogo.jpg                                                 yelp logo.jpeg

 

The multifamily apartment industry is a $175 billion industry undergoing rapid change. Consumer research on apartments is becoming a predominantly online activity, and would be residents have higher expectations from the communities in which they live. More than ever, an apartment community’s relative rank in local search results and on review sites impacts its discovery and probability of converting shoppers into residents.

With over 500 communities in its portfolio, Lincoln Property Company is the 2nd largest Apartment Management Company in the U.S. Realizing the importance of online review management and feeling overwhelmed by the task of managing its online presence, the company sought a local brand management platform that would help manage reviews and ultimately improve customer experiences across its multiple communities. Lincoln’s key goals in this area were to:

  • Efficiently organize online reviews and create consistent workflow processes across properties
  • Improve review response rate and time across properties
  • Hold property managers accountable using real data on review response time and overall resident experience

Following a thorough vendor selection process, Lincoln identified Chatmeter as the clear choice to help improve services for property owners and residents. Chatmeter has provided solutions for the multifamily industry since 2010 and was recently voted by Property Managers as the #1 review management platform. (Entrata, 2016) Lincoln specifically selected Chatmeter because of its simple user interface and official integration with leading review sites like Yelp. In a 2016 study by Entrata, consumers indicated Yelp as the review site they most often use when searching for an apartment. As a Yelp Knowledge Partner, Lincoln and all other Chatmeter customers have access to Yelp reviews on its Chatmeter dashboard as well as daily alerts on new reviews for individual locations. This allows Lincoln property managers to quickly resolve problems as they appear, often turning a potentially negative experience into a positive one.

Lincoln has also found tremendous value in Chatmeter’s strong enterprise management capabilities in note taking, managing workflows and tracking online responses. Third-party property management companies like Lincoln are hired by property owners to manage the full range of property operations from marketing to providing property tours to helping residents during and post-move. Chatmeter’s in-depth on-boarding program, which includes ongoing training and comprehensive support from customer success managers and user guides, ensures that all managers can effectively use the platform to manage these myriad activities. Chatmeter’s tools have made a significant positive impact on Lincoln’s online presence, specifically by:

  • Improving review response rate by 212% over 12 months
  • Increasing awareness of customer experiences among property managers, ultimately driving greater focus on improving the experience at each property
  • Increasing new resident acquisition and retention

2017-02-28_20-02-39.png

“The end-to-end service and support that Chatmeter provides is unmatched,” says Sheri Killingsworth, VP of Marketing and Communications for Lincoln Property Company. “Our property managers are so busy with property operations, review response was challenging to manage. However, with Chatmeter’s platform we found it was much easier to manage reviews, research issues, and respond very quickly.” As prospective residents continue search for properties online, their awareness of Lincoln’s relative speed in resolving resident concerns gives Lincoln a significant advantage over nearby communities in the competitive multifamily industry.