Manage Customers Effectively Whilst Improving their Overall Experience

In today’s highly competitive environment, companies can sometimes find themselves short-staffed due to various reasons such as annual leave, unexpected absences, high demand, or budget constraints. This is compounded during times such as during the summer holidays. During these challenging times, it’s crucial to maintain excellent customer service and ensure that your potential next new client or customer feels valued and supported.

Luckily, website visitors love taking control of their own needs, and the good news is, we can provide you with numerous website add-ons to help you meet their 24/7 service expectations. With these tools in place, you can ensure a positive and satisfying experience of your business, even during periods of limited resources.

Live Chat

Live chat is an effective tool for estate and letting agents’ websites, providing instant and convenient communication with potential buyers sellers, landlords, buyers, and tenants. With live chat, visitors can ask questions, seek assistance, and receive real-time responses from industry-trained support agents. This immediate interaction enhances customer experience, builds trust, and increases the likelihood of capturing leads. Live chat also allows agents to engage with multiple visitors simultaneously, maximising efficiency and responsiveness. By offering this convenient communication channel, agents can provide personalised support, address concerns promptly, and ultimately deliver more successful conversions.

Self-Service Tools

Creating a comprehensive selection of time and labour-saving tools and information on your website allows customers to find answers to their questions independently. book appointments, register, upload documents, and find answers to frequently asked questions to address common concerns. By encouraging self-service, customers can access the information they need 24/7, without relying on immediate assistance from you or your team. This not only empowers customers but also reduces the burden on your limited staff resources.

The most popular self-service tools are:

  • Instant Valuation
  • Book a Valuation
  • Register
  • Book A Viewing
  • Fault Reporting
  • Tenant Application Form (including doc. upload)
  • 360° Virtual Tours
  • Basic Payments
  • Stamp Duty Calculator
  • Rental Yield Calculator
  • Mortgage Calculator
  • FAQ’s
  • Sales, Letting, and Tenant Guides

Email Automation

Utilising email automation tools keep customers informed and engaged and helps to maintain a human touch whilst letting customers know that their needs are being attended to, despite any staffing challenges you may be facing. When it comes to converting enquiries, first responders win more business.

Recent mystery shopping research by our sister company Know Your Market, discovered that 72.6% of valuation requests weren’t responded to within 24 hours. If you were one of the agents they mystery shopped, your competitors thank you.

Website add-ons play a vital role in managing customer interactions effectively, particularly when your time, manpower, and budget are stretched. By leveraging these tools, you can ensure that your customers feel valued, even during times of limited resources. Remember, investing in these add-ons not only helps cope with short-staffing situations but also contributes to enhancing the overall customer experience.

For more information on any of the tools mentioned above, get in touch with us to arrange a demo.