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As an estate agent, you’d like to capture as much lead information as possible, as early in the process as feasible - but we all know asking too many questions can be off-putting for potential buyers and vendors.

Sometimes all of us just want a quick answer, to a simple question, without filling in a lengthy form or engaging in a premature sales chat.

From an agency’s point of view, though, spending too much time on poorly qualified enquiries that are unlikely to result in any business takes the focus off crucial day-to-day activities.

So, could the anonymity of live chat be the silver bullet we’re all looking for?

Big players taking privacy seriously

The fact is that consumers, in general, are becoming more concerned with how they are tracked online.

Apple’s i0S 14 update put privacy at its heart, stopping data flowing between Apple devices and third-party sites by design. Instead of opting out of tracking, users instead are encouraged to opt-in. And the figures so far show that only around 5% of users choose to opt in.

Google is taking similar steps by removing third party cookies from Chrome. Though this update has now been put back slightly, it again shows a real appetite from consumers to remove so much of their data being available online.

Why does this matter?

Building trust

The tech giants are taking these steps in response to what consumers actually want. And where they lead, it’s normally a wise idea to follow.

Web users are becoming more au fait with just how valuable their data is to business and are therefore becoming more hesitant to hand it over with no real “reward”. While, as an agency, you want to grow your database, there is still an element of building trust or providing value prior to asking for client information.

This also allows your team to focus their efforts where they are likely to get the most benefit.

By offering a way of communicating with you that’s super easy and non-committal, you encourage more potential customers to engage with you and eventually provide their information willingly.

(Initial) live chat anonymity actually speeds up the enquiry process

Live chat is a great way to bridge the gap between a quick enquiry and a fully qualified lead. It offers website users perhaps their only opportunity to get a question answered instantly, before making the decision to provide more information later.

Don’t then undo this by making them fill in their name, email address, phone number and more before the chat starts.

This puts the customer firmly in the driving seat.

A motivated buyer, a vendor ready to sell, or a landlord in need of an agent are more likely to happily provide the information you need once you have answered their most pressing questions. By contrast, those that are the most reluctant to provide their details up front are often not in the right position to become a customer anytime soon anyway.

By playing the long game and inviting customers to get in touch with no obligation, estate agents can gain a competitive advantage.

Not only is Yomdel a 24-hour service, operated by our team of agents (not robots), we let the conversation get underway IMMEDIATELY. Prospects don’t have to provide any details until they are ready and they receive a response within 15 seconds, every time.

Chat to us ANONYMOUSLY to learn more today, or request a demo.


If you haven't yet looked into a 24/7 managed live chat service, or you'd just like to know more about the options available to you, don’t hesitate to get in touch, we would be happy to chat.


Andy Soloman

Written by Andy Soloman

As Founder and CEO, Andy created Yomdel in 2012 with a vision that exceptional and personal customer experiences could be seamlessly delivered across the digital divide. Today, as a market leader, having pioneered live chat in the property sector, Andy is dedicated to finding new ways for businesses and organisations to tap into the rapidly evolving opportunities that digital offers. He is the UK’s foremost expert on how live chat can be most effectively used to amplify business success. If you’d like to book Andy, or someone else in our team to speak at an event, or to discuss a partnership opportunity, please get in touch with him at andy.soloman@yomdel.com.