In the competitive world of real estate, effective communication is key to success. Real estate professionals face the need to manage multiple clients, properties and transactions on a daily basis, requiring an efficient and organized approach. This is where contact center software for the real estate sector comes into play. In this article, we will explore the must-have features of this software and how it can improve communication and customer service in real estate. We will also talk about the success story of proptech Housell in Spain.
Good communication practices in the real estate sector
In the world of real estate, communication is the foundation of all successful transactions. Real estate professionals must be able to communicate effectively with clients, vendors, agents and other key players in the process of selling or renting a property. Lack of clear and fluid communication can lead to misunderstandings, delays and, ultimately, lost business opportunities.
Understanding the needs of real estate professionals
To understand the essential functions of contact center software for real estate professionals, it is important to take into account the specific needs of this sector. Real estate professionals often have to deal with a large number of calls, emails and messages on different applications (Whatsapp, Telegram, etc.), as well as manage multiple clients and properties at once. Therefore, they need a solution that allows them to organize and prioritize these communications efficiently. Additionally, they should be able to easily access relevant property and customer information, as well as track past interactions. Contact center software adapted specifically for the real estate sector can meet these needs and improve the productivity and efficiency of professionals.
Essential features of contact center software for real estate professionals
Contact center software for the real estate sector must have a series of key functions to improve communication and customer service. These features include:
Omnichannel
One of the most important features of contact center software is the ability to offer an omnichannel experience. This means that customers can communicate through different channels, such as phone calls, email, instant messaging, social media and online chats, and receive a consistent and personalized response no matter which channel they choose. This not only improves the customer experience, but also makes it easier for real estate professionals to manage communications.
Centralized contact management
Contact center software for real estate professionals must allow centralized contact management. This means that all contact details of customers, suppliers and other key stakeholders are stored in one place, making it easy to access relevant information when it is needed.
Additionally, the software should allow for contact classification and segmentation for better organization and more effective communication. With software like EVOLUTION, you can natively link the contact center tool with CRMs like Salesforce, Zoho and Dynamics. If you have your own tool, we can also carry out the integration thanks to the powerful APIs of our contact center software.
Task automation
Another important function of contact center software for real estate professionals is task automation. This can include scheduling calls, sending predefined emails, and generating automatic reports. Automating routine tasks allows real estate professionals to save time and focus on more important tasks, such as closing sales and providing excellent customer service.
Benefits of omnichannel communication for real estate professionals
Omnichannel communication offers a series of highly valuable benefits for real estate professionals. Firstly, it allows them to reach a wider audience by offering different communication options. Some customers may prefer to call, while others may prefer to email or chat. By offering multiple communication channels, real estate agents can adapt to individual customer preferences and ensure a positive experience.
In addition, omnichannel communication makes communications management easier. All messages and related information are centralized on a single platform (if you have all-in-one software like EVOLUTION), making it easy to track and respond to customer queries. Real estate professionals can quickly access relevant information and provide quick, accurate responses. This not only improves customer satisfaction but also increases efficiency and productivity.
Omnichannel communication also enables greater personalization. Real estate professionals can collect information about customer preferences and needs through different channels and use this information to offer a more personalized service.
How to improve customer service with contact center software
Contact center software like EVOLUTION offers a number of tools and features that can help bring out the best in customer service in the real estate sector. Find below some ways in which real estate professionals can use software to provide exceptional service to their clients:
- Fast and accurate responses
Contact center software allows real estate professionals to quickly access relevant information about properties, clients and transactions. This allows them to provide quick and accurate responses to customer queries. Customers appreciate prompt and accurate answers, which contributes to a positive experience and building trust.
- Effective monitoring
With contact center software, professionals can track customer inquiries, past interactions, and ongoing transactions. This allows them to have complete traceability of all interactions with a particular customer, making it easy to follow up and regularly communicate.
- Saving time and resources
By automating routine tasks, such as sending follow-up emails, scheduling follow-up calls, and generating automated reports, real estate agents save time and can focus on more important tasks. This allows them to provide faster and more efficient service, which contributes to a better overall experience.
Success story: Housell & trueIT
Housell was born to change the rules of the real estate sector, offering an alternative to traditional agencies and making the sale of houses fast, economical and transparent. It is currently the leading proptech in the sector in Spain.
Housell needed an omnichannel solution that could also help them manage their email queues and be able to see them before they entered the contact center, set priorities, keywords, SLA…
The solution proposed by our technological partner trueIT Systems was the development of the Mail Queue module, which was implemented in EVOLUTION, our contact center software. With this module you can manage email queues before they reach the agents, it allows you to automate processes, but also make manual live changes.
This way you make sure that emails are always treated by the best possible agent and with the correct priority.
In addition, we natively integrated our software with Housell’s CRM, with the particularity of being able to register, record and audit the activity of the calls made by salespeople from their mobile phones when they are out of the office.
How to choose the right contact center software for your real estate business
Choosing the right contact center software for your real estate business is crucial to ensuring efficient communication and customer service. Here are some factors to consider when selecting the tool:
- Features adaptable to the real estate sector
It is important to choose a software that can be specifically adapted to the real estate sector. This will ensure that the software meets the unique needs of real estate professionals and provides the features and tools necessary to get the most out of each communication.
- Integration with other tools and systems
Contact center software should be able to integrate with other tools and systems you use in your real estate business, such as CRM, property management systems, and marketing tools. This will allow for more efficient management of communications and better organization of data. Take a look at EVOLUTION Connect.
- Ease of use and training
Contact center software should be intuitive and easy to use, for both real estate professionals and clients. Additionally, you must offer adequate training and support to ensure that all users can take full advantage of the platform’s features.
Contact Center Software Implementation: Best Practices and Tips
Once you have selected the right contact center software for your real estate business, it is important to make sure you implement it efficiently. Here are some best practices and tips for successful software implementation:
Planning and preparation
Before implementing contact center software, it is important to do proper planning and preparation. This includes identifying business goals and needs, training staff, and establishing an implementation plan with clear and orderly steps.
Customization and configuration
Be sure to customize and configure the software according to the specific needs of your business. This may include setting up workflows, customizing fields, and integrating with other tools and systems.
Ongoing training and support
Provide appropriate training to all staff who will use the contact center software and be sure to offer ongoing support to your agents. This will ensure that all users can use the software efficiently and take full advantage of its features.
Conclusions: how to elevate your real estate business with contact center software
Contact center software is an essential tool for real estate professionals looking to improve communication and customer service. The essential features of this software, such as omnichannel, centralized contact management, and task automation, can help professionals manage their day-to-day operations in an outstanding way. By choosing the right software, implementing it effectively, and following best practices, real estate professionals can elevate their business and stand out in a highly competitive market.
Are you ready to take your real estate business to the next level? Invest in contact center software like EVOLUTION!
