Self-storage call centers are an essential cog in facility operations. As the adoption of automation tools increases, tenant expectations for customer service are only rising. The pressure is on!
With this growth comes an increased demand for efficient and effective customer service, making self-storage call centers a crucial cog in the operation.
In 2024, simply offering phone support isn't going to cut it. To thrive, self-storage facilities must embrace the potential of artificial intelligence to create a modern, omnichannel contact center experience.
Why listen to me? I have worked in the conversational AI space for close to a decade, with our previous AI company getting acquired. My day-to-day consists of speaking to operators of all sizes to understand their automation needs and wants, and see how to best help them get there. I am currently in charge of swivl's go-to-market strategy and am a co-host of the Self Storage Lab podcast.
Gone are the days of one-size-fits-all call centers. Today's tenants expect seamless communication across multiple channels, whether it's phone, email, chat, SMS, or social media. An omnichannel contact center for self-storage facilities integrates these channels, allowing tenants to choose their preferred method of interaction and ensuring a consistent experience regardless of the platform.
Artificial intelligence is streamlining tenant experiences and elevating the quality of customer service. Let's break down some of the key benefits in more detail:
AI-powered chatbots can handle basic inquiries, freeing up human agents for complex tenant interactions. This reduces wait times and improves customer satisfaction.
AI can analyze tenant data to personalize interactions, offering targeted recommendations and promotions. This builds stronger relationships and boosts facility bookings.
AI can identify potential issues before they arise, allowing agents to proactively reach out to tenants and prevent problems. This leads to increased loyalty and retention.
AI can automate tasks like scheduling appointments, sending reminders, and processing payments. This frees up agents' time and improves operational efficiency.
AI can analyze customer conversations to understand their intent and route them to the most appropriate agent or resource. This saves time and ensures accurate resolution.
AI can monitor agent interactions and provide real-time feedback to improve their performance. When implemented effectively, this can lead to better customer service and higher sales conversions.
Deploying AI effectively requires careful planning and execution. Rather than trying to integrate dozens of AI-powered tools into your technology stack in one hit, it makes sense to gradually embrace and explore artificial intelligence, so you can see how it might work for your facility. As you set out a roadmap for implementation, here are some tips to potentially consider:
What do you want to achieve with AI? Improved tenant service, increased sales, or operational efficiency? Having clear goals will guide your AI implementation.
There are various AI solutions available, each with its strengths and weaknesses. Select a solution that aligns with your budget, needs, and technical capabilities.
Change management is crucial. Train your agents on how to use AI effectively and address any concerns they may have.
AI is constantly evolving - and many self-storage facilities are struggling to keep up. Operators should monitor their results and adjust their approach as needed to ensure continuous improvement.
It’s worth remembering that AI is just a tool and not a complete replacement for human interaction between tenants and operators. While AI can automate many tasks and improve efficiency across your facility, it's vital to maintain a human touch to build strong customer relationships.
When you combine AI with a talented and motivated team, self-storage facilities can create a thriving contact center that drives customer satisfaction and business success.
Our recent industry report on the state of technology in self-storage explores how facility operators are leveraging AI-powered tools to enhance tenant experiences. You can read the report here.
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