The Self Storage Association Spring Conference and Tradeshow kicked off Zion’s event calendar to connect with self-storage enthusiasts! We join operators, partners, and vendors in San Antonio for a good time. Thank you to all those involved in putting together a great event for everyone to connect and learn about the latest trends and operational needs for the industry.

From the Tradeshow Floor to Real Solutions

Ethan Ercanbrack, Zion’s Director of Onboarding & Systems, and Quinten White, our Business Development Representative, chatted about facility operations and how Zion is continuing to fill operational gaps with new technology and excellent customer service and support at our booth. 

There were a lot of great conversations, and here are the highlights:

AI vs Human Agents

The use of AI agents vs Human agents was a hot topic! At Zion, your facility calls are answered by humans, but we will also be offering AI Agents. Maximizing your facilities’ availability to 24/7 service hours, stay tuned for our upcoming release! While AI can handle several types of inquires there is a need for a human touch. In our blog, AI Agents Alone Isn’t the Answer for Self-Storage CX, we cover why a hybrid approach with structured AI, integration, and human oversight is the most comprehensive way for facilities to adopt AI Agents without risking customer relations.

Another great question was asking if AI agents are able to accept tenant payments. The short answer is yes, AI agents can accept payments. As many are probably aware, there increased call volume during the first of the month when tenants are making calls to process payments. Something for operators who are looking to move operations to AI agents, take note that Interactive Voice Response (IVR) maybe already be in place if you are utilizing a call answering service. IVR has been utilized for automatic payments for many years in the industry. 

 

Zion previously Easy Storage Solutions Call Answering Division released our Automated Pay-By-Phone System, an Interactive Voice Response (IVR) system around 8 years ago. Our Automated Pay-By-Phone System has been benefiting facilities by: 

• Time Saved: Automate routine tasks, freeing up your staff to focus on more critical operations.
• Cost-Effective: Reduce operational costs by minimizing the need for additional support staff during peak times.
• Enhanced Tenant Experience: Offer your tenants a seamless, round-the-clock payment option, improving their overall experience.

 

Wait times

For operators evaluating remote operations and call answering/contact center services, speed of response is critical. Tenants and prospects expect quick, reliable answers. Whether they are calling to resolve an issue or with the intent to rent long hold times creates frustration. 

At Zion, we focus on maintaining strong service levels to meet those expectations. On average, we answer 80% of inbound calls within 45 seconds or less. This ensures callers are connected with a live agent quickly, reduces abandonment rates, and helps capture rental opportunities. 

New and Upcoming!

General Liability and Property Insurance

Protect your self-storage business from the unexpected with General Liability and Property Insurance. Zion is appointed with top-rated carriers to offer insurance that safeguards your physical assets, daily operations, and long-term investment. Learn more at: https://zioncallmgmt.com/property-insurance/

Storage Move-in Feature

Our new Storage Move-in Feature, integrated with StorEdge and Sitelink, will be released soon! This enhancement allows facilities to enjoy the freedom of custom websites without the fear of a clunky online rental process. Our Storage Move-In connects with your StorEdge and SiteLink software, enabling new customers to:

• Select a unit
• Complete the required information
• Sign rental agreements
• Secure tenant protection (if applicable)
• Finalize payment and move in!

AI Agents

Zion is shortly going to be releasing our own AI agents! Our AI Agent solution is specifically designed as an after-hours support solution. Facilities will now have extended coverage without additional staffing needs. After-hour calls often include routine needs, such as payments, gate access, questions, etc. AI agents are well-equipped to handle these inquiries effectively, ensuring tenants receive the support they need while reducing missed calls and voicemail backlogs. 

Exciting things are happening at Zion, and we look forward to connecting with you! By providing scalable solutions, we help owners reduce costs, streamline operations, and deliver consistent support. Get started today!