Should HOAs Provide Online Support?

Homeowners often have questions or concerns they would like to raise but have no medium to do so in an instant which is why some HOAs are considering online support. But is HOA online support even a good idea?

Is HOA Online Support Necessary? 

In an HOA, it is only standard for residents to have questions and issues related to their property or the association at large. Some of these concerns are raised during the annual meeting. Still, not all homeowners get the opportunity to voice their opinions.

In the past, before the advent of the internet, residents had to send in their concerns via hand-delivered letters. Thanks to technological advancements, more and more HOAs are adopting electronic methods of homeowner communication.

While many associations have websites in place, some have started to consider adding online chat support for homeowners. Although this is a noble and helpful undertaking, an HOA board should consider whether the act is worth exploring. So, should the board use HOA online support?

The Benefits of HOA Online Support 

Adopting online HOA customer service has some obvious advantages. For instance, it is a service that adds further value to the experience of homeowners in the community.

Homeowners like being heard, and they expect it. That is understandable, considering they pay regular HOA dues in exchange for a certain level of service. By adding chat support, your HOA board will increase homeowner satisfaction rates.

Another benefit of using online chat support is convenience. Imagine homeowners being able to reach your HOA board in an instant, with a mode of communication right at their fingertips. Perhaps, in the middle of grocery shopping, they think of an idea that they believe will benefit the community.

They must take out their smartphone and send a chat message before they forget it. No more taking down notes for later and then not even remembering to tell the board about it.

Finally, adding online chat support encourages homeowners to voice their issues confidently without fear of being shot down. Many residents keep their opinions to themselves out of fear of confrontation.

Not everyone dares to bring up a concern that personally affects them. With online support like chatting, your HOA board can open itself up to a world of new suggestions. After all, it is much easier to hide behind a screen.

The Negative Side of HOA Online Support 

Like most things in life, HOA online support also has its drawbacks. If your HOA board decides to pursue the project using your resources, it will take time and effort — not to mention plenty of funds.

Web development does not come cheap. First, setting up your chat support via a website requires a sizable budget. It will also take a while before you can launch the platform, as it needs to undergo quality testing to ensure no bugs slip through the cracks.

Of course, you can always turn to exist mediums like Facebook or Twitter. Facebook has Messenger Bots you can try out. While these can significantly reduce the money required to set up chat support, you will still need personnel constantly monitoring these sites.

That means sacrificing much of your time to answer messages or paying someone else to do it. Either way, it will take resources that smaller HOAs might not have.

Furthermore, not all boards want to be within reach all the time. Chat support implies a certain level of availability, and most board members do not have the extra time to devote to such a task.

HOA Management Online Support Tips

Since setting up online chat support takes plenty of resources, some associations turn to HOA management companies for help. Most HOA management companies offer homeowner communication services as part of their package. These packages usually only include voice and email support.

Some companies offer HOA management online chat support where their employees answer the questions and concerns of the associations they handle.

It is important to note that not all HOA management companies offer chat services. If your HOA is particularly looking for one that offers it, make sure to ask about the service during the selection process. Perhaps you can even raise the possibility of including it in your package if it is not already there.

Alternatives to Chat Support 

Instead of using Chat Support, Homeowners can send emails. Some emails may also go straight to spam (always check your spam folder!).

Voice support is an equally viable option for associations. Homeowners can call in and voice out their concerns over the phone. Unlike chat support, voice calls imply a specific window of availability. Board members may only be able to answer calls during their free time. After all, board members are only volunteers and have full-time jobs outside the HOA.

As mentioned above, many HOA management companies already offer email and voice support. Some even have text (SMS) support, similar to chat support in many ways. If your association can’t swing online chat support, then SMS is the next best thing.

Overall, Does Your HOA Need Online Support?

Every HOA is different. Therefore, you may not have the exact needs as others. In the end, only you and your fellow board members can answer this critical question. If you think voice and email support are enough, then perhaps adding a third avenue would be a waste.

The HOA board must consider its options carefully, especially if it intends to pursue HOA online support without help from a management company. When deciding, remember to prioritize the needs of the association. Will this benefit the community or will it only serve as another waste of resources?

Contact Condominium Associates if you have questions!