Even though we live in an increasingly digital world, a telephone answering service plays an essential role in customer relations – not only for signing up new clients and generating new business, but also providing them with the best level of customer care. In this post, we will explore the significance of having a dedicated telephone answering service ready to handle incoming calls for real estate and property businesses, regardless of the time of day.
Quick Sales and Urgent Enquiries
People looking to sell their properties quickly may have issues that need to be resolved urgently. When trying to complete a sale there are several things that need ironing out along the way, from the initial valuation, accepting an offer, negotiating and exchanging contracts to finally moving out and completion.
Using a 24-hour telephone answering service tailored for estate agents ensures that no calls are missed and important issues are forwarded to the right person in your business quickly and efficiently.
It will also be beneficial for customers’ peace of mind as they can call at any time, 7 days a week. If they wake up in the middle of the night worrying about something and need to make an emergency call, they can contact the call handling service for reassurance or to have something clarified to them. This will be especially useful for people who find themselves in urgent situations such as repossession, or who have to deal with issues against a tight deadline.
Convenient for Office Workers
Although people nowadays work in a range of jobs with different schedules and starting and finishing times, a large percentage of the workforce is still employed to work a traditional “9 to 5” timetable. Providing them a telephone number they can call 24 hours a day means that buyers and sellers can contact their estate agent whenever they want, and not just in office hours when they may not have enough time to make a phone call.
So instead of having to sneak away from their desks to make a rushed phone call, people can now call from the comfort of their own home, without the worry of having to abruptly finish their phone call.
Estate Agencies Avoid Lost Sales
Providing this type of continuous customer care is not only valuable for clients but for companies too. If a prospective buyer is looking to complete within a short timeframe and is unable to get through during the day, they may decide to choose another estate agent who can meet their needs. This will ultimately result in loss of business and potentially damage an agents reputation.
If, however, the estate agency provided round-the-clock telephone customer service, interested buyers would have the option of calling back later that evening or night to make their enquiry, which may later turn into a sale.
Live chat & Helpdesk Services
Alongside a 24-hour call answering service, offering live chat or online helpdesk support can significantly enhance customer service levels for property management companies. Like phone services, live chat is available 24/7, ensuring continuous support. This feature is particularly beneficial for prospective buyers and sellers who might prefer making discreet enquiries online or who find it more convenient than making a phone call.
By integrating these telephone and live chat services, estate agents and property management businesses can significantly enhance their customer engagement, reduce the risk of lost sales, and maintain a reputation for excellent client service, thus ensuring that no potential customer or urgent enquiry slips through the cracks.
Ruban Selvanayagam and James Durr are co-founders of the hybrid estate agency Property Solvers that offers express estate agency services across the UK.
