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Floor
time or opportunity time is being describe as a way for agents to get leads,
usually generated from an incoming telephone call. Some brokers are migrating to
"Call Centers" and still looking for that phone to ring so they can
capture the lead. Now there
is a new way to capture leads, called the INTERNET. Most real
estate related websites have, one way or another, some kind of property display,
why not make it interactive and start offering customer service online? Maybe
you should make your Website the mirror image of your office. When someone
visits your office, what happens? As soon as
you walk in, someone greets you and asks how he or she can help you.
You can add that capability to your Website with an approach called
Web-based customer interaction. In
particular, this approach means that you attempt to discover what your customers
are looking for, answer their questions, and make it easier for them to find
their way around your "listings." In the
past, one solution was to provide a contact information form or an email link to
let users email a request for assistance. Getting an answer, though, could take
hours if not days. Now, many
companies offer products that let you add real-time service via voice or
text-based chat to your site. Typically
this is done by adding an icon to your Web pages with something like "click
here for help". When the
customer clicks on the icon a window pops up prompting him or her to type in a
question. Meanwhile, the agent or
customer service representative will be monitoring the site. The
software on your site will notify the agent of the customer's request and let
the agent chat directly and immediately with the customer. Part of what
the agent sees is the page the customer is on, which further lets the agent
tailor his or her response to the customer. One of the
best company's offering this service is Human Click. With their software, you
can direct (push) customers around your site, providing a true virtual tour,
while remaining online with them in a chat session. The agent
can attempt to suggest which property fits their needs, answer questions, make
an appointment, and most important give the customer a truly personal
experience. Why wait
for the phone to ring when you can make your Web site ring?.... |
