Here is a thought leadership article from Moneypenny
The last few months have seen property agents work hard to maintain an increasingly digital presence in the face of a changing political landscape and economic upheaval.
Many property businesses are harnessing live chat to ensure they capture website enquiries and boost online leads both efficiently and effectively.
Sharon Boyle, Head of Property here at Moneypenny, works closely with agents to improve business agility and enhance digital presence. Here, she explains how live chat could become a secret weapon in the face of current challenges.
1. Be available around the clock
In a very busy and fast-paced property market, being available around the clock is essential to meet customer needs and maintain a positive brand image. The ability to capture and handle property enquiries outside of office hours and at the weekend can boost reputation and transform a website’s ROI – 46% of our chats occur outside the 9-5. Live chat can be managed 24/7, 365 to ensure that every opportunity is captured.
2. Streamline customer experience
The instant nature of live chat is what has made it so popular. Customers appreciate the opportunity to ask quick questions, right there and then, whilst browsing online. Others simply prefer not to talk on the phone and favour the messenger-style experience live chat offers.
People expect a wide variety of channels through which they can communicate – live chat can be part of this solution. It provides an instant and easy way to get in touch and triages enquiries – such as maintenance issues – to keep volume away from the phones. The solution also stores important details securely, allowing for a more informed and seamless follow-up.
3. Boost web conversion
Live chat technology generates six times more website engagement and encourages visitors who wouldn’t otherwise take the time to email or call, to engage with you.
Through live chat, agents can start proactive conversations with personalised auto-prompts such as “Viewings are still available”, “Do you have a maintenance issue?” or “Would you like to let your property?". This encourages interaction and nudges web visitors into enquiring and sharing their details.
Live chat’s reporting metrics also offer in-depth analysis of performance and integrate with Google Analytics. Areas monitored include chat volumes, agent response rates, chat durations and survey feedback – all of which arms agents with the information required to offer the best possible digital experience.
4. Offer a human response
At a time when consumers are craving reassurance and certainty, it’s important to remember that people buy from people. Humanising your live chat service is a crucial step to best represent your agency and avoid appearing like a chatbot. You can easily do this through the tone of your live chat responses, by adding photos of live chat agents and using their names so customers can connect with the person behind the screen.
As well as being a quick and easy experience for customers, live chat is simple to set up and can be running within just a couple of hours. What’s more, the right provider will ensure chat data is logged and can be managed through an online portal or app on a smartphone.
Who is Moneypenny?
As the call and live chat experts, Moneypenny is the #1 provider of tailored answering solutions to the property industry, supporting over 2,500 estate agents with their customer conversations. We give you your own receptionists from our specialist property team who get to know you and your agency, looking after calls and chats exactly as if based in your office. On hand whenever you need, they’ll ensure you deliver outstanding customer service and never miss an opportunity.