Theresa L. on Capterra
2 months ago
04/05/2021, 10:45 AM
Pros: Nowadays time is everything, an immediate, real-time response makes all the difference vs hearing a reply a few hours later (at that point, the prospect could move onto another competitor).
Cons: Sometimes the automated responses aren't ideal, which I understand a response is better than no response, but I've noticed that there are conversations that don't get forwarded to an agent if the question is 'answered'. I think the conversation should be forwarded regardless so the agent knows if they should follow up.
Overall: We have been leasing efficiently, even in the midst of this pandemic, because the prospects feel that we are here for them right now, in the moment over the convenience of online chat.