A New Bar for Customer Support

Challenges

With over 300 agents and eight offices Berkshire Hathaway is focused on efficiency. “Most brokerages don’t have a full-time customer service team, but it’s important for us to be available to our customers,” says Stephanie. In her office, there’s a team that fields calls during the day but many customers would call in saying, “I’m sitting in front of the blue house.” Berkshire Hathaway HomeServices Blake, Realtors covers eight counties and often the phone calls while pleasant didn’t achieve the end goal of gathering the customer’s information and passing them on to the agent. The conversational nature of their phone calls made it difficult to get information promptly. “The number of phone calls and emails we receive fluctuates over time, but online traffic is consistently up,” says Stephanie.

Solution

After learning about ReadyChat from several partners at LeadingRE, Carrell helped Carpenter Realtors implement chat on their site. “We are always looking for best practices and higher conversion rates, and ReadyChat is one of the best solutions,” says Carrell. “Implementation was easy, and there was hardly any downtime.” He also credits the reliability of ReadyChat, claiming the entire process has been seamless.

Results

Since implementation, ReadyChat has generated over 900 leads for Carpenter Realtors, contributing to over $4 million in new sales. Carrell notes that ReadyChat has been especially helpful with first-time homebuyers, and other customers with no previous affiliation to an agent in the area.