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Saira Zafar

The Changing Field of the Real Estate Industry

By | Backend Support Services, Technical Support | No Comments

Real Estate includes land, residential, commercial and industrial physical properties. It is an enormous revenue generating industry; however, it is reactive and responds to every macro and microeconomic change in the society. Resultantly, the field of real estate has gone through some tremendous changes as the business world has evolved all around.

Agility has become the key to success for real estate firms. As the buyer and seller expectations have changed, technology has become extensive and the market has seen a lot of new competition. Many new business models have emerged to correspond to these new challenges.

As a very basic formula, the new and refined business model requires the customer services to be the primary focus with staff using technology innovatively to bring maximum customer satisfaction. For real estate, the customer experience refers to all the interactions and processes regarding the property they show interest in (and ideally end up buying through you).

As the real estate firms are now focused more on complementary services than commissions for revenue, customer experience is the uncontested focus for the agents. It is the management of the real estate journey of a buyer which is carried out through websites, social media platforms, and one-on-ones interactions.

Website, Social Media — a User-Friendly Interface.

For a customer-driven website to cater to contemporary clients, a real estate firm needs to focus on a few key areas.

Having a professional website is a must. Make sure your website offers an easy-on-eyes and easy-to-navigate layout for a visitor. To avoid frustrated and confused visitors, it is important to ensure the website has no broken links, disorganized menu, and misleading titles. A simple, neat, and clean layout is required that flows intuitively throughout the website. Most visitors use their cell phones or tablets to search properties online. Your website must also be mobile-friendly. It should not be distorted or dysfunctional when opened on a mobile device.

Your website is the primary source of information for the potential buyer. Some market information and information about the neighborhood can prove very engaging. Similarly, a blogs section where the agents can share their knowledge and expertise about property matters and interact with the buyers can be an attractive feature of the website and help conversion rates. The quality of advice and suggestions can proclaim the credibility and the reliability of your firm and expertise of your agents.

An advanced search option on your website keeps buyers on your website for a longer period and gives you a better chance of converting them to leads. It also encourages them to reach out to you for more information about the listing they see. Moreover, it also provides them a more specific, customized listing. On the other hand, it helps the agents in understanding and meeting their expectations.

Clear, large pictures attract everyone. A property buyer prefers clear, high resolution pictures of the property to get a sense of what the property actually looks like. Another feature could be a professional video tour to attract and engage a buyer further. Virtual tours are also gaining popularity for the same purpose. These add-ons show the professional approach of your firm. This can build a buyer’s trust as well as interest in your listings and may result in a lead.

Likewise, social media platforms also need to be taken care of. All pictures, videos and written content should be professionally transcripted and managed. The inbox and comments need to be regularly monitored and any queries posted need to be addressed professionally to achieve maximum conversion.

This requires a professional technical support and social media management team. Either train your agents or simply contract all your backend support and technical support services to IdeasUnlimited and focus on your passion of helping people find the right place to call home!

Technology, Work Culture, and Outlook

Technology knits the vendors, buyers, and agents together in a revised real estate business model. A firm’s agents need to use technology in such a way that it maximizes the customer experience for the buyer and conversion rates for the vendors.

Using the data analytics from internet sources, agents can do a lot of groundwork for a prospective client. As a buyer navigates through the firm’s website, they become an agent’s center of attention. The agent not only makes a viable list of property options but also guides the buyer in moving further with purchase and payment options.

On the other hand, the real estate firms keep the vendors satisfied by making sure a financially sound client makes an offer. The service levels to sellers and buyers both are enhanced in this model as the sellers now get a higher rate of conversion from viewers to purchasers.

However, technology is not the only key to success for agencies. Leadership and teamwork are also very much vital in the new business framework. There has been a gradual shift from street-smart, self-taught realtors to qualified, tech savvy agents who can work as a team and perform under a nurturing leadership. In a successful agency, the agents are collaborative and passionate about helping their clients find the right property, while the leadership is concerned and works on learning and skills improvement of the staff. Moreover, the leadership is also required to be well connected with the staff to disseminate core values, vision and a culture of learning and openness.

Therefore, it is time to think about better employee engagement and client management simultaneously. IdeasUnlimited can help you at every step. You can get trained and qualified virtual assistants for technical support and backend support of your team. We also got you covered with everything else you might need such as automated listings, omnichannel support, portfolio optimization, lead generation, marketing support, SEO tools with our real estate virtual assistants. You name it and IdeasUnlimited has got it for you!

Generation Z and Their Expectations from your Customer Service Representative

By | Call Center Support, Customer Service, Ecommerce Support Services, Multilingual Customer Service | No Comments

It is important to understand the product needs of your customer. It is equally important to learn about their spending behaviors and expectations from the customer services.

There exists no business today which can get a referral and customers’ trust without providing them a good experience at the hands of the customer service representative. An era has begun where the customer care center is as important as the good/service itself, sometimes even more. Every business now requires new stratagem from its customer service center to pave the path to success.

The key to better customer support is to identify the customer type and customer need as early as possible. Therefore, a customer service representative must undergo rigorous training to assess and satisfy customer needs and requirements without fatiguing the customer.

In today’s market, generation Z (people born from 1995 to 2012) is the most powerful consumer group. They have not known a world without the internet, they have experienced 2008’s recession, and they are used to receiving information quickly. There are many terms used to describe Generation Z as consumers, such as

  • Independent
  • Focused and determined
  • Competitive
  • Prefer self-service, personalization and accessibility
  • Fiscally prudent

Generation Z will represent 40 percent of American consumers by 2020, while their purchasing power is predicted to reach USD600 billion. Therefore, it is of utmost importance that your company’s support staff is trained and skilled to handle this influential set.

By keeping in mind the common characteristics in Generation Z consumers, your customer care center can serve them better. Setting up some rules to be followed by every customer service center representative can also be very helpful, such as:

1. Be honest, transparent, and loyal to your consumer

Generation Z does not prefer hierarchy and power structures. They are concerned with results and need solutions from you quickly when they cannot find them for themselves. Also, Generation Z is aware of marketing. They have shifted the focus from consumer to producer for brand loyalty. It is the consumer who has to be treated as gold to make repeated sales and give positive reviews on social media.

To serve Generation Z, the customer service representative has to be proficient in delivering the relevant information without taking much time. Additionally, the customer service representative should follow-up till the customer is fully satisfied and his/her requirement has been met.

2. Offer immediate and perfect solutions

Most people from the iGeneration look for self-help options and FAQs. They contact a customer service representative as a last resort, when they have reached a dead end. They expect personalized customer care and immediate solutions. They do not care about the company’s operations and procedures; they are only concerned with the solutions the customer service center can provide them.

You must serve them correctly and timely, otherwise they will move on to someone else!

3. Be available—24/7 and through all channels

This generation has not known the world before technology took over. They are always with their mobile phones and look towards tech-savvy options.

Customer care center leaders or managers need to focus and deliver through different means of communication. Thus, it has become crucial to adopt omnichannel support to deliver uninterrupted services at your customer care center.

4. Bad experiences will last forever!

This rule is the most important to remember. Studies have shown that more than 40% consumers do not forget bad experiences even after two or more years. And negative experiences are more likely to be shared on social media platforms. This implies a very long-lasting negative impact on a brand’s image.

From the receptionist service to the customer care center, every employee involved in customer interactions should be trained to build and uphold a positive image of the company.

Generation Z expects every customer service representative to treat them as their priority and offer quick results. This includes engaging them through channels they feel comfortable with, in languages they prefer and with the information that serves their purposes. They are well-versed in navigating and filtering through options. They are intelligent and make product comparisons often before finalizing purchase(s). They are also well-informed so they choose a more convenient yet economically safe product/service. Once they have selected your brand, they expect the customer service to be extraordinary and well-integrated to give a positive review and to keep them coming back.

To stay ahead of the curve and earn the loyalty of this crucial segment of your target market, invest in improving your customer service center right away!

5 Easy Tips for Creating a Better Brand Image as a Receptionist

By | Administrative Support, Call Center Support, Customer Service, Receptionist Service, Remote Work, Technical Support | No Comments

A good receptionist service constitutes performing a number of administrative support tasks. Administrative support services are the backbone of a successful business; hence, they require a combination of skills for efficient delivery, namely technical, interpersonal, and communication skills. A receptionist typically handles all telecommunication, receives and guides office visitors, manages itineraries and prepares for meeting and training schedules.

All administrative support workers who are responsible for customer support are brand ambassadors since professional receptionist service provides the first contact point in most interactions. Therefore, a receptionist holds greater responsibility of conveying the company image correctly and professionally. Use these 5 easy to implement yet very powerful training tips for a receptionist to define the company image in a better manner:

Positive Language and Tone

Your enthusiasm and warm tone can help you bring in meaningful connections for your office. It is important that you avoid a negative tone and phrases. Avoid phrases that are cold and demanding. Instead, use friendlier, warmer phrases to deliver the same message.

Phrases to AvoidPhrases to Use
You need to…I’ll be happy to find a solution for you
…can’t be doneGladly! / My pleasure!
I don’t know!Happy to take your message
No problem!May I put you on hold?
Hold, Please!Will have the call returned
… not availableI’ll be happy to follow-up with you
Just a sec.One moment please
Who is this?May I ask who is calling?
What?Will you please repeat that?

Usage of correct tone and phrases goes a long way in establishing a positive image of your company and products/services in the minds of your potential connections. Your welcoming language will show that you are concerned and demonstrate your sincerity and ability to help.

Gatekeeping Skills as a Brand Ambassador

Receptionist service training constitutes discerning between clients, potential clients, and mere inquiries. A trained receptionist shields the people in-charge from interruptions to help them focus on their tasks. This is when a receptionist performs the role of a gatekeeper. Like for b2b sales, receptionists take the calls and set appointments. They are rarely involved in final decision-making but they are the ones who decide who gets through to make a pitch and who does not.

Here, a receptionist gets a chance to act as a gatekeeper as well as a brand ambassador. While screening for unwanted calls, keep your questions simple and your tone friendly. Invest your time to identify a potential, new business opportunity and deal accordingly. This showcases the professionalism of your company with which it handles clients and customers.

Connect to the Relevant Person

As you have trained yourself to assess caller/visitor agenda, make sure you refer them to the appropriate department or person without delay. This saves time for all the parties. It also shows that your company is resourceful and organized along with creating an image of specialized and cooperative staff.

A Quick Recap and Follow-Up Message Before the Call Ends

Setting up clear expectations and definite timeframes create a professional environment for carrying out business activities. A receptionist can make callers comfortable by helping them get things done. For quality customer experiences, the receptionist service should include a quick recap of the information gathered and a follow-up time for the caller. This makes things easier and clearer for the one who has approached your company, resulting in higher chances of positive reviews.

Share Informational Material About Your Products and Services

In addition to showing your dedication by reiterating the information received from potential clients and providing them a follow-up schedule, a little marketing could also help create a better brand image.

You can take permission from upper management and then share relevant authorized material with your clients through any channel they may prefer such as emails, fax, post, text messages, etc.

This can provide supplementary information to the clients about your company and its goods and services. Additionally, it can show them how things are carried out in your organization and what range of solutions are offered to clients. This might also lead to further opportunities with the client and a recommendation for potential collaborations.

Are you speaking your customers' language?

Are You Speaking Your Customer’s Language?

By | Customer Service, Multilingual Customer Service, Multilingual Support, Remote Support Services, Remote Work | No Comments

In this new business era where many terms have become buzzwords and many theories redundant, Customer Services and Inclusivity have become the kings of modern commercial activities. However, language differences pose the biggest barrier to their delivery.

The Need for Multilingual Customer Service

Customer services have evolved drastically over time and it is now essential to reach out to your customers before and after sales in their native languages. It is also very important to make all business communications as stress-free as possible on all channels of interaction with customers. In a nutshell, today your business must be able to communicate effectively in the language preferred by and in ways that are convenient for your customers.

According to Wells Fargo’s International Business Survey of 2017, 81% of US companies expected to expand their international business operations and 70% plan to increase their multilingual engagement. All this global expansion has exponentially increased the importance of multilingual support, making it more of a necessity than a competitive differentiator. It is now the only means of effective global expansion and delivering exceptional customer service.

Importance of multilingual customer service

Today in US alone, 51% people prefer online shopping. To expand globally, simply offering your goods and services to international customers is not enough. You can only garner sales when the buyer understands the specifications of the products and services being offered and that is only possible when these are translated into their native languages. According to a survey by Gallup, 40% buyers do not make a transaction on a website which is not in their own language and 19% people never deal with foreign-language-speaking agents.

In this situation, when 86% contact centers have non-English speaking customers, you must ensure your website and offerings are translated into the customers’ preferred language(s) and customers interact with agents speaking their own language(s). This is the only way to broaden your customer base internationally

How to Get Premium Customer Service

In this global business arena where a buyer from Puerto Rico can order goods from a retailer in New Jersey, customer services should also be universally inclusive, to make your customers feel valued. If your designated customer support representative cannot handle calls, emails, and chats in the major languages required by your business, it is certainly time to rethink your customer service strategy. You must speak your brand to more prospective customers in their preferred language(s).

However, opening your business to the world should not break your bank and we have the perfect solution for you: working with a firm providing Multilingual Call Centre Services.

Work with a multilingual support services provider who can help expand your business in more lucrative markets, create a dynamic online presence, hire a local remote team, and deal with local customers with English and non-English preferences. Going down this route would eliminate your overhead costs of infrastructure, recruitment and human resource management, IT and other requirements of in-house employees.

Not only will this allow you to communicate effectively with your customers in other languages, you will be getting omnichannel support, creating that stress-free communication loop that guarantees a competitive edge. Moreover, a competent services provider can fully comprehend the nature of your business activities and offer customized solutions suitable for your business’ needs. Best of all, such multilingual support offers scalability for seasonal surges and business expansion.

Look for a service provider who can provide you a specialist bilingual or multilingual call center representative for each target region or to cover specific queues or timings. This will enhance your brand image, improve customer loyalty and increase customer retention, broadening your customer base.

Regions and Languages to Focus On

The best new market for American businesses

European and Schengen countries not only have the purchasing power but are interested in purchasing US goods and services. To take advantage of this, get multilingual call center services that cover:

  • Norwegian Customer Service
  • Finnish  Customer Service
  • German Customer Service
  • Swedish Customer Service
  • And any other languages that are important for your business.

Conclusion

Do not wait any further to expand your global footprint and do not deny support to customers who do not speak your native language. Let IdeasUnlimited assist you in expanding your business globally. IU can provide Multilingual Support constituting call center support, administrative support and receptionist services, data and customer management support, operational and backend support, and even ecommerce support, among a plethora of other services. With a fully trained and experienced remote workforce, IU can offer these services across several channels and languages, including but not limited to Norwegian customer service, Finnish customer service, German customer service, and Swedish customer service. IU also offers customization of multilingual support services to fully accommodate your business’ requirements and your customers’ preferences.

Remember, improved support means improved business ventures!