Category

Technical Support

IdeasUnlimited's managed ecommerce customer service for PatPat

Pat-Patting to Success

By | Call Center for Small Business, Call Center Support, Customer Service, Ecommerce Support, Ecommerce Support Services, Holiday Season, Inbound Call Center Solution, Outbound Call Center Services, Technical Support | No Comments
The IdeasUnlimited-PatPat customer support team

PatPat has been one of IdeasUnlimited’s most valued clients for over 4 years now, and it will always have a special place in our hearts.

PatPat is an ecommerce brand committed to providing the highest quality, ultra-chic garments and accessories for children and their families. Our mission is to provide the best ecommerce customer service possible to PatPat’s customers and to elevate their shopping experience.

Keep reading to find out what gives PatPat its competitive edge, how our professional relationship began, and where we are now.

Introduction

PatPat is a flourishing ecommerce business based in California and started in 2014 by Albert Wang and Ken Gao, fast friends since their Carnegie Mellon days. When Ken was expecting his first child, he noticed the scarcity of good quality, stylish yet affordable children’s clothing. The rest is history.

PatPat’s unbeatable edge stems from their trendy designs and their extremely popular matching clothes for all ages. Their product lines majorly revolve around clothing for children of all ages and matching outfits for the family. Branching out into related paraphernalia like maternity wear, shoes, accessories, home goods, and more, PatPat soon became an international brand with satisfied customers and repeat buyers.

Their business model has been wildly successful due to a number of factors——the most significant being the fact that they collaborate directly with the product manufacturers. Affordable design has never been so hip!

Just a year in, PatPat was being recommended on the App Store homepage due to its high  ratings and reviews. In 2016, it became the Top Recommended Shopping App. And the accolades did not stop there. In 2019, it was named the ‘App of the Day’ by the UK App Store.

An innovative business model is not enough for carving out your place in the apparel industry.

So how did PatPat keep its customers satisfied and ensure that they returned? They unsuccessfully tried to find customer support agents themselves and then came to IdeasUnlimited to help manage their support tickets. PatPat partnered with IdeasUnlimited in 2015 so that we could manage their omnichannel customer experience—through customer support and ecommerce support services—while they focused on their core competency of supplying good-quality apparel. This added value created a win-win situation!

IU is responsible for the PatPat CSR team's success

PatPat initially needed one customer support agent, but the number grew exponentially as their business flourished, thanks to our unbeatable 24 hour call center support at our Philippines center. PatPat now has 40 handpicked and extensively trained IU agents ensuring an empathetic, timely, and effective customer care service.

IdeasUnlimited’s involvement with PatPat has increased over the years to keep up with its growth. Starting with a small group of moms in 2015, we now assist with customers in over 90 countries. IU’s ecommerce customer support has improved CSAT levels to 90%. This success shows how important a well-equipped customer care center is for continued growth of any ecommerce brand.

The IdeasUnlimited Philippines call center team

IdeasUnlimited's Ecommerce Customer Support

IdeasUnlimited agents are responsible for PatPat’s 24/7 customer experience management through:

  • Ecommerce Customer Service
  • Email, Chat, and Call Support
  • Order Processing Support
  • Backend Support
  • Marketing Support
  • Social Media Support
  • Online Reputation Management
  • Dispute Resolution
  • Ecommerce Website Development
  • Quality Assurance
  • Other Ecommerce Support Services

Our scalable solution easily adjusts to seasonal fluctuations, especially in the holiday season. We pride ourselves on finding satisfactory solutions to all customer problems and converting the most disgruntled customers into return buyers.

IU agents monitor and address PatPat’s bad reviews on sites like Trustpilot and resolve disputes on payment platforms like PayPal. We promptly address dissatisfied customers, resolving their concerns and providing information where necessary, all the while keeping refunds to the lowest levels possible.

Our diligent and excellent management of the omnichannel customer experience has helped expand the customer base and grow the brand.

IU's Additional Contributions to PatPat's Success

The IU team is continuously highlighting areas of improvement in PatPat’s operations and working with PatPat to rectify them.

We created templates for responses to typical cases and clearly delineated SOPs, so every customer query would be handled in a professional manner in the shortest amount of time possible. We also suggested adding Spanish and Portuguese languages to both the website and app. This dramatically enlarged the customer base.

Improving the Help Center on the website as well as overhauling its layout were also IdeasUnlimited’s suggestions, which we also helped implement. This streamlined customer queries, improving customer satisfaction, especially in the busy holiday season.

IU's contribution to PatPat's success
IU's suggestions for PatPat

PatPat had been plagued with quality issues, inaccurate item sizes, delayed shipping, etc. when it started operations. IdeasUnlimited highlighted these deficiencies and collected information with actionable insights for the PatPat team. This resulted in significant improvements in PatPat operations and fewer customer complaints.

Similarly, IdeasUnlimited’s pinpointing of products with recurring customer complaints allowed sweeping improvements in PatPat’s Product Team.

Behind the Scenes—IU Ecommerce Support Services

PatPat’s ecommerce customer support is wholly managed by IdeasUnlimited through a three-tier management structure.

IU's Managed Ecommerce Support Services Entail Three-Tier Management

PatPat is free of the hassle of recruitment, HR administration, and staffing and scheduling  since IU provides end-to-end managed ecommerce support services. We vet the most suitable candidates, test them extensively, and conduct background checks before considering them.

IdeasUnlimited solely hires based on merit, providing equal opportunities to all. This translates into a productive ecommerce customer service team that delivers results consistently. Our PatPat team was hired to incorporate the widest possible diversity. We place a special emphasis on facilitating and supporting working mothers.

Our second tier of management are our project managers, team leads, and subject matter experts, who ensure all agents are fully trained and capable of handling myriad customers, so all the performance metrics are consistently met and customer satisfaction levels are high.

IU has created a training program and a Performance Improvement Plan (PIP) to ensure all agents on PatPat deliver a consistent level of ecommerce support par excellence. PatPat wants the best ecommerce customer service, great productivity and efficiency, and a cost-effective team—and we deliver all of that.

The quality assurance team creates a third tier of monitoring. All customer interaction is monitored and scored on the CSAT tool and weekly KPIs serve as performance benchmarks. We also conduct a weekly analysis of all agents’ productivity to highlight gaps. Hence, PatPat gets a detailed and transparent insight into our team’s performance on a weekly basis. One-on-one coaching is then carried out by IU Team Leads to ensure all the agents meet and exceed the KPIs set by the client.

IdeasUnlimited contributions to PatPat's Customer Satisfaction

IU’s managed ecommerce support services entail troubleshooting any customer and agent issues to deliver high quality service every time. Our team’s ecommerce support experience and strong command over the SOPs contribute to our laudable CSAT scores. This is the reason why we have long- term working relationships with all our clients.

At the backend, recognizing, nurturing, and rewarding merit has fostered a strong ecommerce customer service team at IdeasUnlimited that consistently delivers results. Our company- sponsored team-building and annual events, appreciation certificates, regular annual increments, and performance-based bonuses to celebrate all milestones help us maintain a happy and satisfied call center support team.

PatPat in turn recognizes our agents’ added value through performance bonuses at the team and individual levels. Our work relationship is thus mutually beneficial. We create value for them, so they reward us in return.

The Road Forward

PatPat has assured us that IdeasUnlimited will be their partner of choice when they start a new brand or venture. Our results speak volumes for themselves, so contact us today.

5 Must-Have Tools to Globalize Your Business in 2020

By | Administrative Support, Business Improvement, Business Sustainability, Call Center for Small Business, Customer Service, Ecommerce Support, Globalization, Technical Support, The IU Way, Virtual Assistant Support | No Comments

What is the tool most commonly used in today’s world by individuals and commercial organizations? Very simple, the Internet!

The Internet has made so many tasks convenient and so many processes irrelevant in the business world. Ecommerce support is only one click away—be it multilingual support for your stakeholders or technical support for your customer care center. If you have high-speed internet connectivity and a functional operative system, 80% of your business is already global. Therefore, it is important to investigate a futuristic version of your business considering the global context and available digital tools in order to truly globalize your business.

Globalization 2.0 brings the world to your doorstep and the Internet brings a huge potential market to your work desk. It is now easier than ever to create and promote an international brand image. There are many innovations in the tech world to help digital businesses grow. Here are 5 main tools that will be help you globalize your business:

  1. Research Tools

Research, Research, Research, ACTION! Make this your business mantra and make Google your best friend.

Use research tools to analyze the perceptions and behaviors of your new and existing markets. You can use Google Trends to gauge the demand of your offerings in a specific location, or consumer barometer to read into consumers’ ecommerce behavior.

Another free online tool is Quartz Atlas. It provides a vast database on world demographics and helps you search for information using your relevant keywords. Moreover, the data is presented in the form of tables and charts, which you can customize using your own variables.

Other ecommerce research tools are priced but come with convenient payment plans and free trials. For instance, you can use Jungle Scout—which is most popular for product research, or SemRush—which gives you an insight about your industry’s top keywords and performance of your competitors based on their website.

Similarly, if you are interested in hiring a virtual team, research can help you harness the best of the best by guiding you where to locate your next star worker.

You can find a plethora of other software applications to help you gain more information about your competitors, your niche, your campaign, and product performance.

  1. Resource Management Tools

There are plenty of software and tools available in the market that help in organizing and monitoring resources. They prove helpful in carrying out budget controls, time management, human resource management, as well as data and document management.

Do you also need a solution for conducting audio and video meetings with your remote team members located in different time zones?

Project management software and tools are a good way of managing a remote team, tracking time, efficient communication, and resource management. Popular project management software such as Wrike, Monday.com, or Basecamp include helpful features like real-time chat and messaging, task assignment and progress tracking, document sharing and analyses. Moreover, a comprehensive set of integrations across different in-demand, cloud-based tools makes these software applications a more compelling option. Read more about the best project management tools here.

  1. Marketing Tools

Time has brought enormous innovation in marketing as well. The arrival of Big Data and interactive technology have refined the way marketing is carried out and innovation has introduced new techniques for acquiring and retaining customers.

Marketing tools can handle everything from social media automation to customer-company relationships and affiliate marketing.

In a nutshell, marketing tools for ecommerce sales should ideally relieve you from social media, content creation, SEO, and email campaigning stress. You should also be able to find and segment consumer data for better customer service and targeted marketing campaigns. Some of the most popular marketing tools today are:

  1. Customer Relationship Management (CRM) Tools

This set of tools are usually a composite of marketing tools, analytical tools, and research tools. They allow your business to have a systematic approach to managing all the information and interactions of your business with your customers, suppliers, and other businesses. Some examples are Intercom and Pipedrive.

Your customers are your bread and butter. For your business’ survival, it is important to reach out to your customers and meet their requirements. As a global business, you must use multiple communication channels to communicate with your customers. A customer management application (CRM) can help you aggregate all communications in one place and effectively deal with all the purchase, engagement, and feedback information. Look into a CRM before you take any other steps to globalize your business.

This allows your customer care center to prioritize and attend to customers who need immediate response. It also becomes easier to track the website traffic, consumer movement, and preferences in order to optimize their purchase experience and enhance customer loyalty.

CRM tools help the customer care center agents to:

methodically identify and work on prospective clients

build and retain loyal customers

understand customers’ requirements and their response to marketing campaigns

segment customers based on demographics and preferences and create personalized follow-ups.

  1. Coordination and Translation Tools

Important: Communication is the key!

All interaction with your customers, suppliers, and teams has to be timely, efficient, and clear. In order to globalize your business, your brand needs to possess a multilingual and multi-ethnic outlook. Your website should cater to native languages and norms of your target market. Also, your customer care center should be equipped to provide multilingual support to equally cater to all your customers across the globe.

Communication tools can help avoid unnecessary delays and misunderstandings. This results in identifying issues and resolving them in a timely fashion. Bilingual customer service or multilingual support can be invaluable too.

Other than project management and CRM tools, translation services, and coordination tools such as Calendar, Hangouts, and Skype can help your company boost its ecommerce sales.

For expanding internationally, it is important for you to distinguish between ‘time zones’ and ‘time relationship’. While everything is 5 minutes earlier in Germany, there is a more relaxed relationship with time in the global south. This is where coordination comes in. An efficient multilingual support service can easily handle both for you.

Global expansion is exciting and risky, but it is the best way to increase ecommerce sales.

Some of the abovementioned tools’ features overlap. Hence, it is important to critically analyze your business and its requirements. There are many more tools that you can use to streamline your activities and globalize your business. Choose the right tools from the start or contract a business service provider to take away these worries while you focus on your core activities and strategizing for going global.

Which tools do you use in your business? Let us know by commenting below.

Lost in Translation—Overcome It with Multilingual Support

Lost in Translation—Overcome It with Multilingual Support

By | Call Center Support, Customer Service, Multilingual Customer Service, Multilingual Support, Receptionist Service, Receptionist Service, Remote Support Services, Technical Support, Transcription, Translation, Virtual Assistant Support | No Comments

In today’s world, where physical borders have become blurred and your business’ customers may hail from any of the world’s 195 countries, focusing on one “world” language like English to cater to your customers can be a costly mistake. In the face of stiff competition, your business will lose non-English-speaking customers if your customer service does not cater to them. The days of differentiating yourself by solely providing a 24 hour call center are long past. You will only acquire and retain customers if you speak to them in their language by having a multilingual contact center.

Multilingual Support—The Solution

Companies that wish to expand globally and build a loyal customer base overseas must cater to these customers in their native languages by having a multilingual contact center. Multilingual support eliminates communication barriers and errors in translation—open and accurate communication with your customers is only possible in their native languages. You can retain more customers by making them feel like they are dealing with a local company, or a company that values them as a customer, since only 8% of repeat purchasers account for 40% of an average store’s revenue. Having specialized multilingual support in a non-global language—like Finnish customer support for your Finnish customers—can make them feel valued in a way that even the best English customer support cannot achieve. Your multilingual contact center should cater to all the major languages spoken by your customers.

Benefits of Multilingual Support

Multilingual support creates the optimal customer interaction experience at every stage of the sale and after-sales process.

  • Greater customer loyalty and positive word of mouth
  • Less chances of miscommunication due to language barriers
  • Greater customer lifetime value with repeat purchases
  • Easier integration into overseas markets with better brand credibility
  • Exponential global growth into new markets
  • Greater likelihood of converting a query into a sale and a complaint into a resolution
  • Successful diversification of risk and smoothening of demand cycles for the business
  • Greater competitiveness locally and in the international market

Why Should You Work with a Multilingual Support Services Provider?

  • Working with a specialist requires less investment of time and effort and a lower cost than building an in-house team. Taki Skouras, the CEO of international wireless retailer Cellairis, advises working with a support services provider for multilingual support if you don’t have the budget for full-time in-house translators.
  • Reliance on experts to establish and manage your multilingual contact center will protect businesses from the pitfalls of expanding globally. They will help you understand the local market and ensure that you comply with local regulations.

A well-informed decision when choosing a provider for your multilingual contact center will guarantee that the positive effect on your business is immediate. The multilingual support services provider should have these characteristics:

 It must have agents with native proficiency in more than one language other than English.

 It should not have large overhead costs that pay for the VIP culture of upper management.

 It must be experienced in providing multilingual support to global companies.

 It should be flexible and scalable to a 24 hour call center as the business grows and calls for round-the-clock customer support.

 It should have agents specialized in providing support in European languages such as French, German and Finnish customer service.

 Call center agents must be experienced with VoIPs, inbound and outbound calling, and resolving customer queries in a timely fashion.

 It should have “live” staff that can understand the nuances of customer behavior and respond accordingly.

 It should be fast, friendly, and reliable, with proven results.

Multilingual Support at IdeasUnlimited

IdeasUnlimited has more than 8 years of experience in providing multilingual support to clients all over the world. Not only does it check all the requirements above, it customizes a multilingual contact center according to the business’ requirements. Contact us today for a customized multilingual support solution.

Disruption and Reinvention in the Telecommunications Industry

By | Call Center for Small Business, Call Center Support, Technical Support, Uncategorized | No Comments

Here is an important question for you: Why do firms run businesses?
The most common answer is: To generate profits and achieve a sustainable position in the market.

The telecommunication industry has been trying to replicate this capital-intensive industry synergy, but without moving beyond the orthodox consumer models. Therefore, with partial redundancy of voice and texting plans, telecom companies have been trying hard to balance their ROI and declining cashflows. Currently, Western European and North American Telecom is also selling broadband, TV, media services, and data services to manage profitability and capital returns. It is, however, more important to note that the landscape has been greatly transformed because Facebook, Google, Netflix, and other data-driven companies have taken it very far from the typical telecom market by creating new forms of communication, technical support, and viewer choices.

Now let me ask you my question again: Why do firms run businesses?

               This time a Million Dollar Answer should be: To maintain their competitive edge, evolve with time, and create positive customer experiences for profitability and sustainability.

Digital innovation can help telecommunication companies streamline operational processes, satisfy customers, reduce costs, and increase sales.

As the telecommunication companies have waited too long to understand and respond to this digital disruption, digital companies like Facebook and Netflix have jumped in and established themselves as the fiercest competitors to the telecommunication industry. These data-driven giants have grabbed a major share of the customer satisfaction pie—the main ingredient of success in today’s world. And to catch up, the telecommunication industry has to free up resources and employ trained, tech-savvy teams to support their customer care center and technical customer support units.

Customer focus is the main target. Telecommunications companies differentiate themselves and achieve success through customer-centric models. This requires drastic changes in operational, technological, and organizational processes.

E-Care

It is time for the telecommunication industry to step up their technical customer support to win big on customer experience and satisfaction. Providing technical customer support through digital channels is reported to increase customer satisfaction significantly.

Deloitte reviews how technical customer support teams can create differentiation and give businesses a competitive edge to retain and acquire customers. Giffgaff, a UK virtual network operator, has set a precedent in E-care or digital technical customer support. With just 33 employees, Giffgaff has a record of clearing customer queries/issues within three minutes. It has succeeded in building a community of users who help each other digitally and even developed Nokia and iOS applications through discussions and mutual help.

This demonstrates an excellent example of E-care, which also results in high levels of customer engagement and satisfaction. Digitization makes support services leaner, quicker, and effective. This reduces costs and capital commitment for the company.

The telecommunication industry hardly fares well when customer service metrics are compared. It has failed to fully appreciate the potential of developing digital technical customer support for tier one and two. As the market moves faster towards more sophisticated technologies and cloud-based systems and products and services, it is necessary to avoid communication delays and ineffective solutions.

Generation Y and Generation Z are tech savvy, have lesser time, and prefer online communication. Therefore, systems like E-care can accommodate and elevate their overall customer experience with a telecom operator.

Reports by McKinsey have shown that E-care also reduces customer care center costs by 25-30% while online technical customer support improves customer experience by 76%.  Another mobile operator reduced the number of support service calls by 90% by introducing sophisticated systems for E-care. This shows the significance of building and facilitating digital-only journeys for modern telecom users. A three-tiered system of technical support with advanced systems can easily navigate and anticipate problems and issue resources to the customers as required.

Omnichannel Experience

When digital services become extensive, they necessitate the introduction of a cohesive online/offline operations model for your business to deliver a consistent experience across all channels of communication and customer contact points. Your customer care center should be able to keep up with the evolving demands and preferences of your customers. Each touchpoint, whether operated digitally or through a customer representative, needs to deliver an expected level of service.

More than 60% of customers digitally interact with brands and request their services  through different mediums. They expect consistent and quality customer service across all time zones, mediums, and devices. Unified cross-channel services will bring loyalty and repeated sales for the company.

A well-managed omnichannel customer experience means a well-integrated and seamless experience for the consumers through which they can resolve service issues and communicate with the company. Different customers can have different communication preferences and the omnichannel support model enables them to choose different channels alternatively, simultaneously, and in combination, to build their own digital journeys.

Developing the omnichannel experience for your customers will also result in a wealth of customer data, which can further help to elevate customer service at multiple touch points by better personalization and service access. Big data and predictive analyses give a unified view of customers that is required for the omnichannel experience.

IdeasUnlimited has been assisting a number of companies in the telecommunication industry meet these contemporary challenges. If you are interested in knowing more about our services for telephone companies, internet service providers, wireless telecommunication carriers, network service providers, and media service providers, click here -> Read More

Great Resources Served! How IU Services Can Be Used by Restaurants

By | Administrative Support, Backend Support Services, Call Center Support, Customer Service, Ecommerce Support, Multilingual Support, Receptionist Service, Remote Support Services, Technical Support, Virtual Assistant Support | No Comments

Eggs? Over easy. Bread? Rye and toasted. Ready? Order up! You allow customers to curate their dining experience, so why shouldn’t you, the restaurant employer? If you want to look for candidates outside of your little pond, expand your outreach, or have someone deal with the paperwork while you are in the chaos of a busy restaurant, IdeasUnlimited’s call center for restaurants is here to help you.

So how can IU assist you?

We specialize in empowering the “little guys”. IdeasUnlimited’s call center for restaurants does this through ecommerce support, administrative support, and providing call center support for small businesses. Now, you might be asking yourself, “Aren’t those jobs done far away? How will they help plate the food?” While you are correct that they can’t put the food together, a remote team can have a tremendous beneficial effect on the day to day operations of the restaurant. Culinary work aside, most businesses function under the same skeleton: they all handle admin, manage payroll, handle customer complaints, train their employees, all the while promoting their businesses.

This is where we come in.

Brand Management

Get ready to have the branding and sales assistance you need to take those profit margins to the next level and to stay competitive. It’s not just enough to serve good food: you have to draw the customers in so they can try it in the first place. This means getting the word out and building a reputable local and online presence. Our call center for restaurants team can create and post memorable social media posts after doing the research necessary to determine the demographic you want to reach or the niche you are looking to fill. Whether your target base is modernist hipster or upper class fine French diners, IdeasUnlimited is filled with qualified individuals who can conduct the customer survey for your target base and manage your brand by seamlessly blending with your brand image.

Sales Support

We can handle your digital marketing whether you want more in-house diners or a flourishing takeaway and delivery business. We excel at

  • Web and graphic design
  • Organic brand growth
  • Mass email marketing
  • Paid search engine advertising
  • Paid social media advertising

Confused about how a remote team will help you make sales? Find out more here. Our agents are experienced in converting leads to sales, retaining current customers, and designing marketing strategies to expand your customer base. Give us a chance and witness the improvement in your conversion rate.

Customer Support

Your customers can make or break your business, so you need to focus on enhancing customer relationships. The first step is figuring out whether you need an inbound call center solution. Our agents will field all your incoming calls, take orders, make reservations, delicately handle irate customers—improving customer satisfaction and increasing customer lifetime value. Word of mouth is incredibly powerful in your industry, and our agents will ensure that each one of your customers becomes a brand evangelist.

Multilingual Support

One of the premier resources at IU’s call center for restaurants is multilingual support, ensuring that you reach the customers you need, in a way that fosters a trusting patronage. We can do this by providing a receptionist service to field all incoming calls and make reservations. Or even by taking complaints and forwarding them, ensuring seamless customer service in the customers’ native languages. All of this would be done via call center support.

Business Management

Building a fantastic team is an often-unappreciated asset within the career world. Minimizing as much drama as possible keeps that heat in the kitchen, where it belongs. Let IU take the stress off of your proverbial plate with our premier services.

Our administrative support gives you the time to focus on the passions of the palate. We can take care of everything from handling schedules to managing all communication channels and taking care of documentation.

IdeasUnlimited’s call center for restaurants takes you from managing pantry ingredients, to posting jobs, and training servers to get ready for opening day. While you are plating, we are oiling the machine with flawless oversight of cash flow. IdeasUnlimited also cooks up some creative juices with our much lauded customer-satisfying ecommerce support!

These are some of the day to day business management services we offer to restaurants:

Administrative Support
Ecommerce Support
Inventory Management
Listing Management
Technical Support
Vendor Management
Payroll Processing
Job Listing Management
Resource Screening and Interviewing
Bookkeeping and Tax Preparation

Contact us and we will show you what we can do for your business. The results will definitely not lead to returned orders: the chef you hire at IU’s call center for restaurants will keep your tastes in mind.

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 changes in real estate services are tremendous in scale 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!

Technical Support Services at IdeasUnlimited

Technical Support: How It Can Improve Your Business

By | Backend Support Services, Remote Support Services, Technical Support | No Comments

Most IT companies heavily rely on the satisfaction of customers and ensuring this requires that the employees are properly trained from time to time. This can become a cumbersome process and if not done right, can not only become frustrating for the company but also for its clients. Those businesses that lack the budget, expertise, and staff to provide fast technical support to customers can work with a support services provider to deliver these services efficiently and effectively.

There are many benefits of having a strong technical support infrastructure, allowing businesses top focus on their core competencies instead of these backend and operational support issues.

1. Boosts Growth and Productivity

Without a technical support team, the other employees often have to multitask and handle their own responsibilities as well as talk to customers. This wastes a lot of time and reduces productivity. Having people dedicated to this task can let the employees run other aspects of the operations and this allows the business to grow.

2. Improves Customer Experiences

If customers feel like they can depend on the technical support service to help solve their problem, then the company is headed in the right direction. Even helping out clients with their trivial problems can form a positive image in their mind. This helps the business appear professional and dependable. A good impression in the customer’s mind will help retain them and recommend your products or services to others as well.

3. Reduces Chances of Refunds

Refunds greatly affect the profits of a company. Businesses in the IT sector often have customers who are not tech-savvy and need help using the product. With a proactive technical support team, such customers can be guided through the procedure, increasing the chances of them becoming regular users of the product or service. If the technical support is up to the mark, a frustrated customer can be turned into a satisfied one.

4. Builds the Company's Reputation

A satisfied customer is more likely to leave a positive review of your business. With the advent of social media, the reputation of a company has become more important. It is now easy to leave a review or rating for a certain product or service online. These comments are read by many people and that is why favorable reviews will help reel in more customers. The lack of technical support will only result in negative reviews and a bad reputation.

5. Solves Technical Issues Within the Company

Technical support also applies to issues faced within the business. A well-trained technical support staff can help run the company and prevent major hang-ups inside the office. The support team is always on call to help when glitches or errors appear. There is no longer a need to call outside the company for help.

Technical support plays an important role in all businesses but it requires a lot of personnel, software, and hardware resources. A much more budget-friendly option is to work with a company providing such support services like IdeasUnlimited. Our professional team can provide software, hardware, and server support through a multitude of platforms.