In today's digital age, residents expect a seamless and convenient experience when engaging with property management. They want an experience that mirrors the ease of interacting with online giants like Amazon. For multifamily businesses, meeting these expectations hinges on embracing technology that fosters strong resident relationships from move in to move out.

One of the most significant pain points for residents often boils down to one simple thing: communication. Think about your own online interactions. You expect quick responses, multiple ways to connect, and clear, transparent information. Your residents are no different. Frustrations mount when they face slow response times, aren’t able to communicate on their preferred channel, or feel out of the loop about what’s going on in the community.

A leading cause of communication issues is the number of apps or portals required to engage with a property. In some cases, residents need one app for messaging the property, another for repairs, and yet another for rent—each with its own login and learning curve. This fragmented approach not only irritates residents, but also burdens your site teams.

The key is adopting an all-in-one approach that consolidates all resident engagement into one app for everything, eliminating the need to remember credentials for multiple apps. Next, your properties should adopt an omnichannel approach to communication, which means you’ll be able to meet residents and prospects on their preferred communication channel—whether that be text, email, phone, or chat. When implementing an omnichannel strategy, delivering the same levels of service regardless of channel is crucial.

Recent advancements in AI and automation are game-changers in this regard. They enable you to provide instant responses, handle routine inquiries, and keep residents informed around the clock, regardless of your team's availability. This not only addresses the expectation of near-instantaneous replies, but also empowers residents to communicate with you on their terms. However, technology shouldn't replace the human touch entirely. By automating routine interactions, your site teams are freed up to focus on more meaningful, high-value interactions with residents.

Properties should be proactive in their communication with residents. Keeping residents informed about community events, policy changes, potential rent adjustments, and even move-in/move-out procedures demonstrates care and transparency. By prioritizing transparent, omnichannel, proactive, and fast communication, you can transform a potential source of frustration into a pillar of positive resident experience, fostering loyalty and increasing retention. To learn more about how to improve resident experience at your properties, download our latest ebook, 3 Keys to Resident Satisfaction.