A frantic message was received by the Chat2 team on the morning of 12th October, 2018:
“We have just been evacuated so we can not answer the phones. If needed, please advise online visitors that the office has shut down due to an electrical fault and please assist them as best you can…”
Our clients rely on us to ease their worry when the unforeseen happens. At Chat2 – this is a normal part of our everyday business; there is always some drama at the front end of business for our property clients, though we are there online to answer any question that may come our way from prospects or current customers.
The Real Estate industry has changed significantly over the last decade in the way a connection is made with homebuyers. Previously you met many of your prospects at a Sunday home open with a warm handshake or at the agency where you could engage your buyer with expertise and warm charm. Though nowadays, the start of the home buying journey is different – it is online and it is essential real estates are there online to greet their potential buyer.
Have you considered live chat or a combination of live chat and chatbots? There are many property agents utilising this channel including realestate.com.au, so it’s time to evaluate and seriously consider an online chat channel as a new way to connect with clients. With live chat you are likely to pick up more online enquiries and relieve the pressure on your reception team.
Homebuyers have access to property listings, photos, historical sale prices, schools in the area and can even take a Google virtual walk down the street they are considering, at the click of a mouse. Previously this information was inaccessible to a homebuyer unless they met with you as an agent, but now it is delivered immediately to the homebuyer online. So if you are there, in the moment, when homebuyers are online (often after hours), you are more likely to engage and assist these prospects while they are in the research and investigation stage. This is a game changer for your property business and can put you ahead in the industry. You are providing prospects with instant responses to questions, which is what is expected in today’s age of technology.
“Online customers no longer expect fast responses, they are demanding them!” COO – Karen Lloyd-Collins – Chat2
The Real Estate Trainer (a popular online resource for real estate agents) advises agents to respond within 5 minutes to an online client, after this time your chance of securing a new client drops significantly. At Chat2, we believe you have to be faster and respond within 2 minutes for online enquiries, our average response time across our real estate clients is currently 18 seconds.
“We no longer measure response time in days or hours, we measure in seconds.” COO – Karen Lloyd-Collins – Chat2
The Real Estate Trainer advises that nearly 78% of prospective homebuyers stick with the agent who answers them first.
At Chat2 we have seen great success using live chat for property managers, it is making daily operations so much easier as you chat with multiple lessee’s at the same time and answer the same questions quickly assisted with ai (artificial intelligence).
Last month we received this chat on a Saturday afternoon after the business was closed.
“Help there is a large ferocious dog in my backyard – my phone is locked in the car – I have secured all the doors and I feel like a prisoner in my own home!”
Yes. A real situation our team easily managed. The Chat2 team were able to assess the situation, reassure the tenant and calm them down, our client was alerted directly and sought assistance for the tenant, all the while, the chat2 team were online chatting with the tenant. Yes, we do go above and beyond for our clientele! Sure these are odd situations, but they happen.
Generally many of the questions received in chat are “How do I apply for a property?” “When is the next open home for …?” “What 2 bedroom properties do you have for sale or rent?” “I have a leak – can I have a maintenance form?”
To see a sample of FAQ’s and responses we provide daily for our real estate clients, visit www.chat2.com/2/real-estate.
The main benefits of live chat for the real estate industry is:
• Providing immediate and fast responses which is expected from clients researching property online.
• Answering questions from multiple clients/lessees at the same time, so no longer just one to one with email and phone.
• Saves time in not having to reply to an inundation of “contact requests” via email or phone.
• Answering the constant barrage of frequent questions with knowledgeable and consistent responses “on brand” and “on message” with the ai built into chat software.
• Providing a friendly online welcome with guidance and information for prospective homebuyers, landlords and current customers.
• Generating more qualified leads and enquiries by being available in real time online.
At Chat2 we have worked with many Australian real estate and property management teams for the last 2 years, providing the tools, insight and techniques to use the live chat channel. We assist real estates to engage and convert online customers. We offer a professional real estate chat team to answer enquiries for real estates 24/7 with real people or accompanied by chatbots.
If you are interested in a free trial of Chat2 Software and Chat2 Concierge Service, go to www.chat2.com and mention this blog in a live chat with one of our team. Of course, if you prefer email we are available at email@example.com.