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High Touch Human Support At Scale: SOLVED

24 February 2021 Marketbuy

Promoted by Marketbuy

We all know that client’s experience will largely determine how successful our business is and Market Buy has found a way to provide high touch personalized human support at scale.

“Hello Geoff, how can I help mate?” David Stewart answered another support call. It may seem odd to some that the founder and CEO of Market Buy is on the phone taking support calls, but it’s part of our culture and our long term philosophy. (It’s also the reason why Market Buy is so powerful, David being on the front lines has lead directly to client-inspired innovation – but that’s a story for another day)

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We’re here to provide personal human support to our agents, no matter how big Market Buy grows… and grow it has in the last 2 years. Now over 3,500 agents have access to the Market Buy platform.

But with such rapid growth comes another challenge, something I touched on in my previous article on REB – providing personal touch support and client experience at scale.

It’s a problem many successful real estate agents and offices face. The larger your client base grows, the harder it is to provide that same personal, human client experience. Limiting factors are all around you, the hours in the day, the fact you can only truly make one phone call at a time and when you call people back, often they can’t answer. Even with a team around you, you face the same hard fast limits. 

We’re all well aware that providing that personalized client experience is the key to success, so how do we do it at such a scale?

Hopefully our experience with the same problem can offer some insight in helping you solve it for your business.

For us at Market Buy, it’s a problem that kept us up at night especially as we expanded to operate in every state, moved into New Zealand and started seeing results in America.

How could we provide personalized support at scale?

Then the answer literally came to us – Podium.

Podium started life as a reputation management tool, making it easier for businesses to collect reviews from their clients at the precise moment the client was most happy with them.

But then they evolved and added features to help businesses manage their reputation as well as collect reviews.

It was this evolution that first had us sit up and take notice.

With one of Podium’s now core features, we could have our agents request support and explain their issue via a simple webchat. On hitting send, Podium then sends it direct to the appropriate account manager. If the account manager isn’t logged into podium, it’ll send them an SMS or a notification on their phone, resulting in the client receiving rapid support.

Already, our average response time has plummeted to just 10 minutes and issues are usually solved in the same amount of time.

Most importantly our clients are still getting human responses from real human beings with an innate understanding of the real estate industry. 

Unlike phone calls, each account manager can handle multiple support queries simultaneously, increasing our support capacity significantly.

Our agents are now more supported than ever, with direct, easy access to their account manager. Support queries are being solved quicker and clients are happier. Most importantly David Stewart can continue to do his time on the front lines, helping our agents and innovating Market Buy based on their feedback.

 

-John Hellaby

Chief Digital Strategist

Market Buy

Get your FREE Demo and see how Market Buy can help you sell faster, easier and more efficiently at https://www.marketbuy.com.au/demo

High Touch Human Support At Scale: SOLVED
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