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How To Follow-up With Today's Digital Customer
I don't know about you, but it seems like yesterday's phone call on a listing has evolved to today's online inquiry. While we still get a healthy flow of incoming phone calls, our bread and butter today is the online lead that has registered to look at properties or read our proprietary content. Because of this, we have evolved our follow-up processes to meet today's consumer demands.
Immediacy Is A Must
Many companies in technical fields offer live support personnel on their websites. It is something every company, in every industry, should strongly consider adopting. If your operation is too small to do this, plan an elaborate routing process so that customer inquiries make it to a live person rapidly. Then ensure that your personnel knows that every second counts. The goal at my real estate company is to respond to every form of inquiry and every email inquiry within 30 seconds of it arriving on our computers.
Sometimes, we are able to initiate communication using a live chat feature on our websites. Currently, we outsource our live chat application to an outside company. We worked out a dialogue for them to use, and the live chat button is available on every page of our ... more

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