Enhance real estate customer service and boost conversions with live chat software like LiveAgent, Hubspot, and Drift. Easy integration, 24/7 support, video chat, and proactive invitations improve communication, lead generation, and client satisfaction.
The desire to own a home or any other type of real-estate is inherently human. The majority of the population have purchased or will purchase their new property from a certified real estate agency or an agent.
That equates to massive numbers of valuable prospects. But the days when it was enough to have an appealing display of properties on the window of your agency are seemingly long gone. Of course, it is still necessary to have that, but a significant part of the buying public is shifting their attention online.
Purchasing products online can be difficult. The main reason is that you cannot view the products in the real-world before making a decision.
It is even more stressful to purchase a property this way. You want to be able to interact with, check each room, read the contract, and generally have your questions and concerns answered by the realtor immediately.
The phone is a good way to do that, but live chat is a more convenient and productive option for online communication.
Are you ready to lay down the first building block of your customer service success?
Let’s get to work.
Start the online support right and provide a positive experience to online clients searching for their new home.
The so-called window shopping was an opportunity for a potential buyer to check the properties on a real estate agency’s displays.
The chance of catching the attention of the prospect was redesigned online as well. It has been observed that to catch a prospect’s attention, the time to do that is between 5-10 minutes.
Live chat benefits all major real estate categories:
Timed and strategically positioned proactive chat invitations on pages that routinely generate high traffic numbers—for example, a pricing or product page—can significantly increase engagement and lead capture.
Even though live chat is primarily an active tool for chatting in real-time, it offers a feature for outside of business hours communication: contact forms. As with other features, contact forms are fully customizable, allowing clients to reach out when your team is unavailable.
Due to various reasons, it is sometimes not possible to schedule a viewing of the property. But with the added feature of video chat, your real estate agents can provide virtual tours to their prospective buyers. LiveAgent’s video chat is browser-based, and as it is part of your account plan, you do not need any additional third-party application to run it. Either create or choose a video chat button from our gallery, and place it on the website, and you can enjoy a face-to-face conversation in real-time.
Live chat can improve real estate agent’s shares of profit as it is easy to monitor the conversion rate and, therefore, accurately reward the agent in terms of commission.
It is a more cost-effective method of providing online assistance to prospective homeowners, leads, and regular clients than phone or email support. The significant difference is that managing live chat conversations is not necessary to perform in large numbers. A single agent can handle multiple chats at the same time. The quick and topical responses are invaluable time savers. Attaching vital documents gives clients an idea of what legal and financial requirements are required to purchase a property.
The successful live chat interaction wouldn’t exist without skilled and knowledgeable staff. They are the essential component of positive customer experience and, ultimately, conversion. Online communication is different than the usual face-to-face interaction real estate agents have been used to in the past. If you wish to provide a highly personalized and human live chat service, there are specific guidelines for your real estate agents to follow.
The real estate agents act as consultants that guide investors along their property search journey, so having practical training and etiquette in place is crucial.
Consequently, you will be able to make an executive decision of which of your agents should be handling your chat service. The thing is, not everyone is cut out for that, and some might be more prone to mistakes than others.
Live chat offers numerous benefits for real estate customer service:
Customers remember the service a lot longer than they remember the price.Lauren Freedman, Real Estate Agent
Live chat and its features are all part of an omnichannel help desk software solution:
Each chat session is converted into tickets and saved in a universal, shared inbox. Any chat agent with access can search for and bring up any client’s profile or history of previous interactions.
Diverse, pre-set designs within the gallery of chat buttons and docking windows or the ability to create brand new widgets. Customize the appearance to match your brand identity.
Stop the idle time and wait for leads to start the chat conversation. Live chat reduces the waiting time and actively offers a helping hand in the form of a proactive chat invitation.
Invaluable time-saver for replying to frequently asked questions. Canned responses and predefined answers are an absolute necessity to maintain a healthy inbox and ensure consistent, quick responses.
Would you like to know more about your website visitors and be prepared for any chat beforehand? Look no further. Chat overview presents the general picture of the number of visitors waiting in a queue, URLs, location, or other useful information.
Transfer of chats to available agents or automatic routing of chats by choosing three predefined route options:
Enables clients to send messages through a contact form outside of business hours or when a specific agent is offline.
Permits input and feedback from clients and ranking of agent’s efficiency or the overall satisfaction with a chat session.
Native integration done right. Simple copy and paste of a short HTML code in your account, and the chat button will appear on your or your client’s website, prepared for any incoming chat request. An added benefit is integration with third-party software or an app.
Data protection, account security, and privacy matters are essential topics for anyone who manages and conducts their business online. Here are some of the top security features:
Live chat enables real estate professionals to provide immediate support to potential buyers searching for properties online. By responding within 5-10 minutes when prospects first visit your website, you can capture their attention and guide them through the property search process. Live chat also allows agents to provide virtual tours, answer questions about properties, and facilitate faster decision-making.
Live chat benefits all real estate categories: Residential properties benefit from quick responses to buyer inquiries, Commercial real estate gains from detailed property information sharing, Industrial properties benefit from technical question handling, Raw land sales improve with location and development potential discussions, and Special use properties gain from specialized consultation capabilities.
Live chat is more cost-effective than phone support since a single agent can handle multiple conversations simultaneously. Unlike email, which can take hours to receive responses, live chat provides immediate answers. It also allows agents to attach vital documents about legal and financial requirements, giving clients a comprehensive understanding of the purchase process.
Real estate agents need training in online communication etiquette, as it differs from face-to-face interactions. Training should focus on being consultants who guide clients through their property search journey. Agents should learn to provide personalized service, respond quickly, and handle complex inquiries professionally. Not all agents may be suited for chat support, so proper assessment and training are essential.
Live chat provides omnichannel support, improves average waiting times, reduces email volume, increases conversion rates, decreases bounce rates, enables convenient communication, increases customer engagement, and boosts customer satisfaction scores. These improvements lead to more successful transactions and repeat business.
Key features include universal inbox for managing all conversations, customizable chat buttons and docking windows, proactive chat invitations to engage visitors, canned responses for frequently asked questions, chat overview to monitor visitor activity, automatic chat distribution to available agents, contact forms for after-hours communication, and post-chat surveys for feedback collection.
Live chat integration is straightforward - you simply copy and paste a short HTML code from your LiveAgent account into your website. The chat button will appear on your site immediately, ready to handle incoming chat requests. Integration with third-party software and apps is also available to enhance functionality.
Live chat security features include IP banning to block disruptive visitors, 2-step verification for account security, HTTPS encryption for data protection, multiple data centers for backup and redundancy, and GDPR compliance to protect customer privacy and meet regulatory requirements.
Daniel oversees marketing and communications at LiveAgent as a member of the inner product circle and company top management. He previously held various managerial positions in marketing and client communication. He is recognized as one of the experts on AI and its integration into the customer service environment.
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