White Label Storage has launched an AI-powered website chatbot across more than 200 facilities in its nationwide managed portfolio, expanding online self-service capabilities for self-storage tenants and prospective renters.
The technology-enabled third-party management company said the chatbot is designed to provide customers with faster access to routine support directly through facility websites, including outside traditional business hours.
The tool handles a range of common customer interactions, from answering questions about unit availability and pricing to helping existing tenants retrieve gate codes and pay outstanding balances. By moving these functions online, White Label Storage aims to streamline the customer experience while reducing routine demands on facility staff and call center teams.
For prospective renters, the chatbot functions as a 24/7 leasing assistant, providing information that can help customers make rental decisions without having to contact a facility by phone.
Visitors can ask questions about unit sizes, pricing, promotions, location and access hours. Based on a customer's needs, the chatbot can recommend available unit options and direct the prospect to the facility's online checkout page to complete the rental.
The approach gives prospective tenants access to leasing information on demand, while providing facilities with an additional digital channel for converting website visitors into renters.
Existing tenants can use the chatbot for several common account-related needs. For billing inquiries, the system connects with StorBill, White Label Storage's automated billing and collections platform, to provide links for paying outstanding balances.
Payment links can be delivered directly through the chat interface or sent to tenants by text or email.
The chatbot can also help tenants retrieve gate codes when that information is available through the facility's connected systems. White Label Storage said secure authentication is used to protect access to account-specific information.
White Label Storage said the chatbot is also intended to reduce call center volume and allow support teams to focus on issues requiring personal assistance.
When a request falls outside the chatbot's capabilities — including payment disputes, account updates or move-out requests — the system directs customers to the facility's phone number. The technology also extends access to basic support beyond traditional staffing hours.
"Our goal is to meet leads and tenants where they are. If they don’t want to call, we still make sure they’re getting fast, reliable support and answers," said Madeleine Paulsen, Product Strategy and Design Manager at White Label Storage.
White Label Storage said developing technology in-house is central to its approach as a third-party self-storage manager. The company views personalized customer support and connected self-service tools as opportunities to improve the tenant experience and facility operations.
The chatbot is currently being rolled out across White Label Storage’s managed portfolio, which includes more than 200 facilities nationwide.