A PropTech firm which claims its products offer “industry-leading” response times says agents lose a majority of their leads due to slow and outdated communications.
"Our research shows that more than 50 per cent of agent enquiries occur while the office is closed during evenings and weekends, when response times are often over 24 hours. This means a huge number of high-value leads are effectively ignored when they are actively trying to engage with an agent” explains Sachin Pabari, chief executive and co-founder of PropTech firm Olivia.
“We believe that a lead is only engaged once they have spoken to a real person, too many agents are still relying on old fashioned forms. Effectively, in the online world, agents are allowing customers to walk into their shop and instantly greeting them with a form to complete, which would be an unthinkable approach in the real world” he continues.
Olivia says it utilises a team of real people to respond to agents' online enquiries in under two minutes, 24 hours a day, by using PropTech from respected US start-ups.
It has now processed over 250,000 messages from applicants on behalf of UK estate agents and it insists that its industry-leading 24/7 response time “dramatically increases the viewings and valuations generated from portal, valuation and social media enquiries.”
Pabari adds that sales are becoming increasingly dependent on customer experience.
“The old sales funnel that we all learnt was not designed for today’s social world. Leads should no longer be treated only as potential sales, but rather as potential advocates for your business; by focusing on delighting your customer at every touch point, you unlock the potential for each and every customer to deliver more business through positive feedback and referrals” he says.
“The best technological advancement comes from expanding a person’s capabilities from where they once were; with Olivia we have given every estate agent the ability to deliver previously unfathomable standards of digital communication.”