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Customer habits are changing – are you keeping up?

Wednesday 27 September 2017

Digital disruption is happening everywhere, whether we like it or not, and if Transport for London’s recent decision not to renew Uber’s licence to operate had black cab drivers across the capital breathing a sigh of relief, they’ve not been paying attention.

Consumers want convenience, whether they're booking a taxi or purchasing a property, and if as an estate agent you have narrow opening hours or a limited website, you could be missing out on customers.

Research from Purplebricks revealed that 65 per cent of property activity happens online when high street agents are closed. And even if you can live with missing a few calls because an email will sometimes suffice, a study from Rightmove showed that 30 per cent of leads get missed by estate agents operating without technology – at best just under half get a follow up call within 24 hours.

Will customers chase you or go elsewhere? Can you accept missing out on inbound leads?

Technology is driving the change

With more and more research showing how consumer habits are changing, improving business performance and service levels is a recurring theme. It’s clear that many estate agents now appreciate the power and opportunity that technology brings to the table, and are starting to act accordingly.

Whether or not you salute the digital hype, topics like digital customer experience and increased productivity are resonating with estate agents. Digital hype aside however, it's apparent that the market is keen to know more about adding hybrid options or cross-over add-ons to the traditional agency model rather than shifting to a completely digital model. 

Estate agents looking to meet changing customer habits

In recent months, there has been a clear increased interest in both agency-facing and customer-facing digital tools. Agents are fast becoming more and more keen to find out more about the ways in which technology can help them adapt to the changing needs of their customers.

Well web-based tools from OneDome give you the flexibility to do just that!

It has been noted that estate agents have a real practical need for a platform to keep track of all deals and communicate with both buyers and vendors. That need is reflected every time OneDome present a demo of their OneCo communication platform.

One simple interface gives agents a full audit trail and history of interactions on all accounts, allowing customers to track the progress of their transaction from the initial viewing to the point they receive the keys.

So, what can you do to outperform your competition?

With customer expectations on the rise and estate agents flocking to meet them, the race is on. The ease of ordering products and services online is now defining a company’s customer experience and agents that offer digital options will attract more enquiries, more valuations and more business.

In response to the digital wave, OneDome have developed market-leading tools to increase revenue for estate agents and, most importantly, improve the experience for the customer.

Their white-label online valuation and booking tools (OneBook) allow customers to engage with their agent 24/7. Whilst their Lead Validation function (OneLead), a feature that verifies customers’ telephone numbers and email addresses, is quickly becoming a must-have product.

To book a free, no-obligation demo to find out more about OneDome products, click here.