Estate Agency is a people-centric industry. Without timely and effective client communication, Agents would not have a viable business. Regular communication and keeping clients in the loop fosters trust, ensures understanding, and facilitates smooth processes. As an agency grows, and the volume of client interactions continues to rise – especially if the agency also manages a letting portfolio – maintaining consistent communication with clients can become a challenging, time-consuming task. In the digital age, communication platforms play a pivotal role in connecting Estate Agents with their clients and support strong client relationships. This is where digital communication systems in the hands of a skilled Virtual Assistant can transform your business.
So, what is a digital communication tool?
A customer communication tool is one of several available channels that facilitate interaction between a company and their prospects and clients.
Digital communication tools are essential in three ways:
- When it comes to marketing the agency, today’s AI-enhanced digital technology allows for well targeted, personalised communication that generates and converts leads into clients.
- In servicing signed clients who are in the middle of selling or buying property, digital communications tools have the power to make an incredible impact on clients’ interaction with your agency.
- Digital communication tools allow Agents to stay in touch with clients well after a sale has been concluded, helping to keep the agency top of mind and to acquire ongoing personal referrals.
What is the purpose of customer communication tools?
At their heart, client communication tools accomplish 3 things:
- Facilitate seamless client interactions across various channels, including email, live chat and even social media.
- Manage enquiries, feedback, and support requests efficiently, regardless of the channel through which they originate.
- Track client behaviour and preferences, providing valuable insights to tailor communication efforts effectively.
5 examples of common customer communication tools
In today’s competitive landscape, clients have grand expectations for customer service and want prompt – if not immediate – replies to their questions and issues. By using customer communication tools Estate Agents can offer real-time support to their clients, leading to greater satisfaction and lasting customer loyalty.
- Email Platforms: Email marketing tools allow Estate Agents to create, send, and track email campaigns to engage with prospects by sharing relevant content and delivering promotional offers. Email campaigns are also useful in staying connected with existing clients to remain top of mind. These platforms typically feature segmentation options and analytics to track performance and nurture client communication management.
- Live Chat Software: Live chat software enables real-time communication between prospects or clients and your team via text-based messaging through chat tools. Estate Agents can embed live chat widgets on their websites to provide instant assistance, answer questions, and resolve issues promptly.
- SMS and Mobile Messaging Platforms: SMS and mobile messaging tools are great for immediate back and forth conversation, enabling an Agent or their VA to send personalised text messages, notifications, and alerts to clients’ mobile devices. These platforms effectively deliver transactional updates and appointment reminders, driving engagement and client retention.
- Voice and Video Communication Tools: Voice and video communication tools facilitate real-time communication between agents and clients via voice calls, video calls, or conferencing platforms. These platforms are beneficial for providing live support, conducting virtual viewings, hosting remote meetings, and building virtual in-person client rapport. Today they also have made headway into virtual property walkthroughs.
- The Telephone: After a sale, follow-up is how you let your clients know your relationship with them matters in the long term. Your Virtual Assistant can systemically call your clients to provide after-sales support and to stay in touch. It is a simple thing that adds tremendous value to your brand in the eyes of your clients.
The common denominator in the five examples above is that they are client communication tools that all facilitate personalised interaction – they are human not AI-driven. In the hands of your Virtual Assistant this allows your company to have personal interaction with your clients at every point of engagement. Your VA will get to know your clients and learn to understand what they want. They have the ability to engage intelligently at every point of connection and to solve problems seamlessly when you don’t have the time. They keep channels of communication open and flowing. In a nutshell, using digital communication tools Virtual Assistants make consistent client communication possible.
Read our blog on how Virtual Assistants can manage Estate Agents’ CRM effectively.
https://vacentral.co.uk/how-virtual-assistants-can-manage-estate-agents-crm-effectively/