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Incorporating live chat onto an estate agency website is becoming increasingly common.  

However, there is a huge difference between having live chat, and using it effectively.  

A recent survey showed that 47% of consumers could not remember a positive live chat experience in the last month. The issue is that, while many organisations are adopting live chat – when not used well, it can be more of a barrier to good service than an asset.  

While live chat is a fantastic tool that can help you to close deals quicker, identify quality buyers and elevate customer experience, it only works when used well.  

With that in mind, we look at the top three ways to improve the live chat experience on your estate agency website.  

Be available (and set expectations when you’re not)  

From a customer perspective – there is nothing worse than being offered live chat, only to wait around for a response.  

Or worse still – to fill in your details, send a question, wait politely only to get a “no one was available to take your chat” message.  

While it’s not always necessary to have someone to answer chat 24/7 – it is good practice to make sure that you tell users when you’re offline (and when they can expect you back).  

Of course – being available to chat outside of standard hours is something that can help you to clinch new business – which is why here at Yomdel we can help you to man your chat – 24hrs a day, 7 days a week.  

Be ready to answer questions 

While it’s understandable that some specific queries may need to be looked at separately outside of a live chat environment, it’s a good idea to ensure that chat operators have some basic facts to hand. 

As an estate agency, you will be aware that some questions come up time and again, so ensure that whoever operates your chat has access to answer common queries. For example, does a specific rental property accept pets? Is a property for sale within the catchment area of a popular school?  What parking is available for a new development?  

The more information you arm your chat operators with, the better the experience for the customer.  

Consider “Tone of Voice”  

You’ve made a conscious effort to train your sales teams to speak in a certain way. You’ve got your web copy perfectly crafted. But you’ve forgotten to bring this through into your live chat.  

Tone of voice matters, so it is worth putting together some guidelines for those who manage chat.  

Live chat can sometimes be less formal than email so think about how you would like those who look after live chat to communicate with customers. Are emojis acceptable? Should they ask users if they can use their first name? How should they sign off?  

Live chat is an excellent tool for estate agents, but we know it can be tough to get right. If you would like to find out how Yomdel can help you to elevate the live chat experience, get in touch with us for a no obligation chat.  


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.


Tim Breden

Written by Tim Breden

Tim is a founding partner, and Chief Operating Officer at Yomdel. Over 5 years Tim’s primary focus has been ensuring that Yomdel meets, maintains and exceeds its high standards of client service delivery, whilst also addressing the challenges of bringing new products to market which will grow our client’s businesses and bring them greater success. If you’d like to chat to Tim about your business, or ask him to speak at an event, just get in touch today at tim.breden@yomdel.co.uk