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Graham Awards


Agents warned over 50% of leads at risk because of slow responses

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claims its products offer “industry-leading” response times says agents lose a majority of their leads due to slow and outdated communications.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.”

  • Lisa Curran

    Great article and so true. Being swift in response and being personable are essential to success in estate agency. My business Homesale is a big fan of Olivia. She is a much loved member of our team! Regularly she is asked for, which is a testament to how personable she is. I was concerned she would be like a bot or work on a script but this was a wasted worry. She is perfect and an essential part of our contact strategy. Thanks Sachin and the Olivia team.

  • Sam Hunter

    I’ve known Sachin for a while now and Olivia is the real deal for agents lead nurture. They’re fast, they’re m informative but unlike a cheap bot, they’re human too. So glad you’re getting the press deserved. One of the good guys!

  • icon

    I admit that I was a tad dubious about how this could help us but after meeting with Sachin and utilising the service we have noticed a huge improvement in our customer service feedback, enquiry engagement and the conversion of enquiries.
    Im very pleased to say that ‘Olivia ‘ has become a very important part of our team. A job well done to Sachin and all involved with project Olivia … PS we are also really looking forward to the exciting projects that they have pending


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