If I meet you in person and you ask me for branding or digital advice, one of my questions without fail will be, how long does it take you to get back to a customer?
According to a latest Deloitte report, nearly nine out of every ten Australians own a smartphone and spend on average three hours every day on our devices. With information at our finger tips it has created an on-demand culture and for real estate agent’s response times matter.
Zendesk’s research survey found that 69% of participants associated their good customer service experience with the quick resolution.
Meanwhile another survey found, if you contact a person within 5 minutes, you are five times more likely to convert that customer.
So how are you responding to enquiry and when it comes to improving response time, here are my top tips.
Use What’s App with Vendors
Owned by Facebook, WhatsApp allows for fast, simple, secure messaging and calling for free all over the world.
Agents can use it with vendors. Use it as the only place to communicate with them. This means you know when they are online, and when you see a red alert button you respond rapidly. WhatsApp also can ensure content like picture and videos can be sent without interference between and android and iPhone.
Use Facebook Pages
Manage your Facebook Page, right from your phone. With the Pages Manager app you can stay informed and respond to customers immediately.
Mobile posting: post updates and manage your Page without using a computer.
Messages: read and reply to messages that your customers send to your Page.
Facebook and Instagram: link your accounts to manage Facebook messages, comments on your posts and Instagram comments in one inbox.
Push notifications: get alerts about important activity, and see all of your Page notifications in one place.
Insights: track promotions, stats and activity on your Page so you can build your business.
Anyone who manages a Facebook Page can download and use this app for free.
Of course the most powerful tool of all. Track all enquiry in your hand and ensure you have an automated response set up and follow up with a call to that customer. Don’t just rely on the automation to do the job.
With digital always transforming the meaning of customer service, agent's really do have a need to speed when it comes to leads.
About Imogen Callister
Imogen is one of Australia’s leading branding specialist with a passion for digital profiling and powerful content. Having over a decade’s worth of experience in media, Imogen regularly speaks at industry events and conferences.Imogen’s was recently recognised by the Real Estate Institute as one of the top 24 female speakers and business coaches in Australia. Having studied Media at the University of NSW, Imogen provides valuable insights into engagement and online audience practices, to help you drive business growth and improve your digital and social media presence.Imogen speaks on a variety of topics and currently offers five keynote presentations, which contain powerful tips and tricks to ensure you’re standing out in today’s crowded online media landscape and forever changing social media platforms.