They Want it Now: How Property Managers Can Deliver on High Service Expectations

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Property managers today are facing extremely high customer service level expectations. Consider this: 80% of internet users own a smartphone, and 50% of web page views are from mobile devices – the demand for instant gratification cannot be ignored. On top of that, the next wave of renters (Gen Z) are the first to have grown up in the “on-demand” and “digital-first” world – it’s all they know, and it’s what they expect. Find out how you can utilize technology to meet these increasingly high customer service level expectations with: – Self-help options – Mobile device compatibility – Modern communication methods – Renter and tenant surveys

Imóveis

1. 2018 © AppFolio, Inc. Confidential.
They Want it Now
How Property Managers Can Deliver
on High Service Expectations
Morgan Shaw, Sr. Manager, Customer Success

3. 2018 © AppFolio, Inc. Confidential.
• Property management and accounting
• Online rent collection (free)
• Prospect / guest card tracking
• Vacancy Marketing
• Websites
• Online applications & leases
• Resident Screening
• Mobile Inspections
… So You Run A More Successful Business
Web-Based Property Management Software

4. 2018 © AppFolio, Inc. Confidential.
Web-Based Property Management Software

5. 2018 © AppFolio, Inc. Confidential.
Hello!Morgan Shaw
Sr. Manager, Customer
Success
AppFolian since 2013

6. 2018 © AppFolio, Inc. Confidential.
They Want it Now
How Property Managers Can Deliver on High Service Expectations
• Customer Service Expectations
• Going Mobile
• Streamlining with Self-Service
• Utilizing Modern Communication Methods
• Listening to Customers

7. 2018 © AppFolio, Inc. Confidential.
Reputation
matters.
“Online reviews have an incredible power
to shape consumer behavior. This will
hold especially true in 2018, when more
consumers than ever are set to validate
their purchase decisions by using social
media and real-time feedback from
other consumers as their key resources.”
ReviewTrackers 2018 Online Reviews Survey

8. 2018 © AppFolio, Inc. Confidential.
Customer Service Expectations
77%
of people say that valuing their time is the
most important thing you can do to provide
them with good service
Reduce Effort
#1 Most important factor in customer loyalty
80%
of companies say they deliver
exceptional customer service
8%
Of their
customers
agree
How does your service Measure up?

9. 2018 © AppFolio, Inc. Confidential.
Let’s Take a Poll!
What have you done to make sure your customers
view your service as exceptional?

10. 2018 © AppFolio, Inc. Confidential.
Mobile (It’s no longer optional)
46Average age of
today’s renter
(NMHC)
64%
Age 45-54 (COMSCORE, 2017)
Desktop
Mobile
80%of internet users own a
smartphone (SMART INSIGHTS)
49.74%
of web page views are on mobile
(STATISTA)

11. 2018 © AppFolio, Inc. Confidential.
Mobile in AppFolio
• Tenant/Homeowner
Portal
• Owner Portal
• Vendor Portal
• Property Inspections
• Website
• Vacancy Postings
• Screening Reports
• Rental Applications
• Online Lease
Agreements

12. 2018 © AppFolio, Inc. Confidential.
Tenant/Homeowner
Online Portal
• Online Rent/Dues
payments
• Full Account Ledger
• Lease Agreements
• Maintenance Requests
• HOA Features
o Architectural Reviews
o Approvals
o Board Statements and
Shared Docs
Streamlining with Self-Service

13. 2018 © AppFolio, Inc. Confidential.
Streamlining with Self-Service
Owner Online Portal
• Historical Owner
Packets
• Online owner
contributions
• Bank account
information for eCheck
distributions
• Shared documents
• Electronic 1099
consent

15. 2018 © AppFolio, Inc. Confidential.
Modern Communication Methods
Service no longer means just a
smiling face.
Today’s customers expect:
✓ On-Demail services
✓ Phone support
✓ Email communications
✓ Text message notifications
✓ Automated updates and
reminders

16. 2018 © AppFolio, Inc. Confidential.
Modern Communication Methods
Survey of AppFolio Customer Success team
members
71%of survey participants
prefer to be able to contact
a business via phone for
customer service
You may not be Amazon, but your customers are
expecting Amazon-level service.
71%also prefer to be able to
receive notifications and
updates via text message
and email
100% recommend AppFolio :)

17. 2018 © AppFolio, Inc. Confidential.
Let’s Take a Poll!
How do you stay in touch with what
your customers need?

19. 2018 © AppFolio, Inc. Confidential.
Collecting Customer Feedback
How satisfied were you with the
condition of your unit upon move
in?
Maintenance and
Move In Surveys
How likely are you to recommend
us to somebody else?

20. 2018 © AppFolio, Inc. Confidential. https://www.appfolio.com/survey

21. 2018 © AppFolio, Inc. Confidential.
They Want it Now
• Customers have high
expectations, and online
reputation matters
• Mobile is not an option
• Streamline your service
offering with self-service tools
• Customers want modern
communication methods
• Customers have good
feedback

22. 2018 © AppFolio, Inc. Confidential.
Questions or Comments?
Tweet:
@AppFolio
#AppFolioChat
Thanks! Morgan Shaw
Sr. Manager,
Customer Success,
AppFolio

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They Want it Now: How Property Managers Can Deliver on High Service Expectations

1. 1. 2018 © AppFolio, Inc. Confidential. They Want it Now How Property Managers Can Deliver on High Service Expectations Morgan Shaw, Sr. Manager, Customer Success

3. 3. 2018 © AppFolio, Inc. Confidential. • Property management and accounting • Online rent collection (free) • Prospect / guest card tracking • Vacancy Marketing • Websites • Online applications & leases • Resident Screening • Mobile Inspections … So You Run A More Successful Business Web-Based Property Management Software

6. 6. 2018 © AppFolio, Inc. Confidential. They Want it Now How Property Managers Can Deliver on High Service Expectations • Customer Service Expectations • Going Mobile • Streamlining with Self-Service • Utilizing Modern Communication Methods • Listening to Customers

7. 7. 2018 © AppFolio, Inc. Confidential. Reputation matters. “Online reviews have an incredible power to shape consumer behavior. This will hold especially true in 2018, when more consumers than ever are set to validate their purchase decisions by using social media and real-time feedback from other consumers as their key resources.” ReviewTrackers 2018 Online Reviews Survey

8. 8. 2018 © AppFolio, Inc. Confidential. Customer Service Expectations 77% of people say that valuing their time is the most important thing you can do to provide them with good service Reduce Effort #1 Most important factor in customer loyalty 80% of companies say they deliver exceptional customer service 8% Of their customers agree How does your service Measure up?

9. 9. 2018 © AppFolio, Inc. Confidential. Let’s Take a Poll! What have you done to make sure your customers view your service as exceptional?

10. 10. 2018 © AppFolio, Inc. Confidential. Mobile (It’s no longer optional) 46Average age of today’s renter (NMHC) 64% Age 45-54 (COMSCORE, 2017) Desktop Mobile 80%of internet users own a smartphone (SMART INSIGHTS) 49.74% of web page views are on mobile (STATISTA)

11. 11. 2018 © AppFolio, Inc. Confidential. Mobile in AppFolio • Tenant/Homeowner Portal • Owner Portal • Vendor Portal • Property Inspections • Website • Vacancy Postings • Screening Reports • Rental Applications • Online Lease Agreements

12. 12. 2018 © AppFolio, Inc. Confidential. Tenant/Homeowner Online Portal • Online Rent/Dues payments • Full Account Ledger • Lease Agreements • Maintenance Requests • HOA Features o Architectural Reviews o Approvals o Board Statements and Shared Docs Streamlining with Self-Service

13. 13. 2018 © AppFolio, Inc. Confidential. Streamlining with Self-Service Owner Online Portal • Historical Owner Packets • Online owner contributions • Bank account information for eCheck distributions • Shared documents • Electronic 1099 consent

15. 15. 2018 © AppFolio, Inc. Confidential. Modern Communication Methods Service no longer means just a smiling face. Today’s customers expect: ✓ On-Demail services ✓ Phone support ✓ Email communications ✓ Text message notifications ✓ Automated updates and reminders

16. 16. 2018 © AppFolio, Inc. Confidential. Modern Communication Methods Survey of AppFolio Customer Success team members 71%of survey participants prefer to be able to contact a business via phone for customer service You may not be Amazon, but your customers are expecting Amazon-level service. 71%also prefer to be able to receive notifications and updates via text message and email 100% recommend AppFolio :)

19. 19. 2018 © AppFolio, Inc. Confidential. Collecting Customer Feedback How satisfied were you with the condition of your unit upon move in? Maintenance and Move In Surveys How likely are you to recommend us to somebody else?

21. 21. 2018 © AppFolio, Inc. Confidential. They Want it Now • Customers have high expectations, and online reputation matters • Mobile is not an option • Streamline your service offering with self-service tools • Customers want modern communication methods • Customers have good feedback

22. 22. 2018 © AppFolio, Inc. Confidential. Questions or Comments? Tweet: @AppFolio #AppFolioChat Thanks! Morgan Shaw Sr. Manager, Customer Success, AppFolio

They Want it Now: How Property Managers Can Deliver on High Service Expectations

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They Want it Now: How Property Managers Can Deliver on High Service Expectations