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ESTATE AGENCY SECTOR CUSTOMER EXPERIENCE

ESTATE AGENCY SECTOR

 

 

ESTATES, LETTINGS & PROPERTY

Over 90% of all property searches start online. And whether that's vendors, landlords, tenants or buyers, over 50% are online out of regular office hours.

Ensure you are ready to offer the very best customer experience when customers visit your website. Often you only get that one chance to hold their attention, beat your competition, and be their final choice.

 

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CUSTOMER EXPERIENCE

The difference between a customer choosing your agency for a valuation, and the same customer pausing, returning to Google, and moving to a competitor on the list. Every single visitor counts! And every single visit must be nurtured, 24/7.

Take a look at Yomdel's custom property sector services, all designed to ensure that you achieve maximum results from EVERY stage of your sales and marketing processes.

Increase Web Enquiries

Improve paid traffic conversion by up to 52%

CAPTURE
LEADS

Pre-qualify interested vendors and buyers

BOOK VALUATIONS

24/7 appointment booking facility

GROW CUSTOMER
VALUE

Promote cross-sell and
referrals in chat

BEAT YOUR
COMPETITION

Deliver exceptional service,
before they do

DRIVE PROACTIVE
CONVERSION

Nurture enquiries,
and convert to leads

 

PROPERTY SECTOR SERVICES

 

LIVE CHAT

INCREASE WEBSITE CONVERSIONS BY 50%

The highest converting facility that you can add to your website, managed Live Chat will provide your customers with 24/7 personal human support.

Highly trained operators nurture your visitors, answering their questions, and facilitating their journey to a video or in-home property valuation or viewing, with a constant focus on conversion to lead.

 

Download Guide to Live Chat

FEATURES

  • 24/7 RAPID RESPONSE

    On average around 50% of all visitors to property websites, go online outside standard office opening hours. And we'll be there to respond within 15 seconds!

  • SPECIALIST PROPERTY EXPERTISE

    Serving over 2500 property companies and outlets in the UK, Yomdel operators have market-leading sector knowledge, handling around 50,000 property live chats every month.

    Yomdel are also an ICG Approved supplier, members of kerfuffle, and exclusive provider of Live Chat to Guild of Property Professionals member agencies.

  • APPOINTMENT BOOKING

    Our Live Chat systems easily integrate with your online appointment booking systems, enabling our operators to seamlessly generate qualified appointments for your team:

    • Valuations
    • Viewings
    • Property management surveys
    • Mortgage referrals / consultations

BENEFITS

  • FULLY MANAGED SERVICE

    From start to finish, your Yomdel team led by a dedicated Account Manager, will handle all setup arrangements, and ongoing review and optimisation of your service.

    And of course, our Live Chat operators represent your brand, offering exceptional service 24/7 to your customers.

  • PRE-QUALIFIED LEADS

    Every lead is supplied to you fully detailed with all contact details, and property sale, search or management requirements where appropriate.

    Key points of conversation are also summarised, for rapid prioritisation and follow-up by your team.

  • RAPID LEAD REFERRAL

    All leads are provided online directly to your team within 15 minutes of the Live Chat ending, so you can continue the conversation with your customer in world-class time.

 

MYSTERY SHOPPING

ASSESS YOUR CONVERSION PROCESS

Mystery Shopping is a widely used tool by estates and letting agencies for measuring and improving customer experience, but crucially also sales process performance.

Making a positive first impression, and driving valuations and viewings, requires optimised sales processes, and customer service that consistently exceeds expectations.

Yomdel provides dedicated Mystery Shopping services, with custom property sector scenarios, constructed to assess your business in real-world customer situations.

 

Mystery Shopping Brochure

FEATURES

  • SEE WHAT YOUR CUSTOMER SEES

    Mystery Shopping allows you to see exactly what an independent, trained mystery shopper experienced in an interaction with your business.

    You will learn what your customers experience and feel, enabling you to make identifiable improvements in your service offering.

  • FULL PROPERTY CUSTOMER JOURNEYS

    Yomdel can mystery shop your entire sales conversion process. For example we can ensure that we test all of the following within one customer enquiry:

    • Initial online or telephone enquiry
    • Portal referred enquiry
    • Appointment booking process
    • In home market valuation and assessment
    • Sales negotiation
  • VIDEO & AUDIO ASSESSMENT

    In all cases we offer a reporting view of the mystery shopper interaction in a similar media to that experienced:

    • Video recordings for face to face engagement
    • Audio files for telephone calls
    • Screenshots and recordings of all online interactions, including virtual valuations and viewings
    • Full transcripts and reports in all cases where any of the above are not required

BENEFITS

  • CONSISTENT PERFORMANCE

    A sales or service process is only as good as its weakest link. Mystery shopping your processes end to end, through a complete property customer journey, ensures that every point performs to the optimum required level.

  • LEARN FROM THE COMPETITION

    By including some of your property competitors in your Mystery Shopping programme, you can gain direct insight into how they win new business, and benchmark your service offering against theirs to stay ahead.

    Additionally you will be as well informed as your customers on what is available to them from your rivals.

  • BOOST SALES

    Mystery Shopping enables sales and lettings managers to monitor how well staff interact with customers.

    Or to check how consistently staff remember to ask the right questions, collect relevant information and cross-sell related products and services.

    Regular measurement helps staff internalise all aspects of the sales process facilitating a confident and convincing sales pitch.

    All of which ensures better sales progression and increasing revenues.

 
Yomdel is the UK market leader in fully managed live chat  and mystery shopping for the property sector, serving over 2500 sales and lettings agencies, and property management companies

PROPERTY SECTOR CASE STUDIES

Yomdel don't just help us deliver the best customer experience, with the highest quality managed live chat on our website 24/7, their mystery shopping also enables us to design the best customer experiences by identifying areas for improvement, and motivating our teams to even higher standards of excellence
Andrews website logo
HIGH VALUE LEAD GENERATION
Fully managed 24/7 live chat, plus mystery shopping programme with video home valuations
Engaging with Yomdel gave us the opportunity to further build relationships and trust, and to ultimately translate what may have been a tentative enquiry into a solid, genuine business lead for our franchisees.
EweMove website logo
NO.1 TRUSTED UK AGENCY
Fully managed 24/7 live chat, integrated appointment booking, and Live Connect telephone sales integration
Putting the mystery shopping programme with Yomdel at the heart of our staff development programme has driven real behavioural change. It fuels our already ambitious team to reach new heights, ensuring we perform consistently at the top of our game to look after Martyn Gerrard customers.
Martyn Gerrard website logo
CULTURAL TRANSFORMATION
Mystery Shopping as a core part of staff training, development and incentivisation programme
The numbers blew us away, and they have given us a new perspective on customer experience as an investment. Done right, as here with Yomdel, it pays incredible dividends very quickly.
Arun Estates website logo
EXCEPTIONAL CONVERSION & ROI
Fully managed 24/7 Live Chat, plus Live Connect telephone sales integration
 

INTEGRATED SOLUTIONS

Get the very best business results from Yomdel, with these additional integrated options:

 

OUR PROPERTY PARTNERSHIPS

Yomdel Guild Plus

Yomdel is a proud supplier of Live Chat to the Guild and their members. See our exclusive member offer!

Guild white website logo

 

 

ICG APPROVED SUPPLIER

We partner with the best proptech suppliers, to increase the efficiency and effectiveness of our clients

ICG Approved white website logo

 

 

 

WE'RE ON KERFUFFLE

Kerfuffle helps Estate Agents discover new suppliers. Check out Yomdel's exclusive deal.

Kerfuffle white website logo

 

 

 

Let's Chat

To find out more about delivering world-class customer experience and improve your bookings, schedule a call with us now.

BOOK FREE CONSULTATION