Real estate marketing has undergone a revolution thanks to the power of social media. In this new context, Customer
Service (SAC) emerges as a fundamental pillar for success in the promotion and sale of properties.
Among the main objectives of the SAC on social networks — in addition to increasing sales like any other business — are
to provide people with an additional communication channel to the traditional ones and to constantly deliver valuable content in line with your industry.
What is real estate marketing?
It is defined as a set of strategies and actions designed to promote, position and sell properties.
These strategies focus on capturing the attention of potential investors, as well as highlighting the unique characteristics
of each property and persuading interested parties to make the final decision.
As we mentioned at the beginning of this article, real estate marketing has evolved along with technology and the power
of social media. In this sense, the audience asks many questions costa rica phone number list regarding the purchase of a property, after all, it is an important decision, so users will want to know every single detail.
That’s when SAC or Customer Service comes into play. Knowing how to guide customers through their questions, problems and doubts is not easy; therefore, you have to be prepared so as not to lose prospects.
Why does my real estate marketing strategy need a customer-centric approach on social media?
A digital marketing strategy considers the most appropriate channels to reach a brand’s target audience and thus connect at the right time with people’s intentions.
Many people believe that an updated website is enough for this, but the what is Inbound sms? change in consumer
behavior has shown that social networks play an important role in the information gathering process before making a purchase.
Knowing these figures, it is logical to consider social media as a channel that we must take care of in order to reach a
larger audience within our market. Being present where our public is is vital for companies and the real estate sector is no exception.
What is customer service or SAC?</h3>
Customer service (SAC) is the name given to the area responsible for providing answers to queries, problems and suggestions that customers have about the</p>
brand.</p>
This area is known for receiving complaints that people have about a product or service, but its main function is to be a guide for any doubts that
may arise about the co
mpany.</p>
For this reason, it is important that people who will serve customers – whether in person or online through social networks – are trained in the business and have a protocol m
anual.
This manual should detail how your team members should behave singapore data when representing your company. It should also standardize the procedures and information provided so that everyone is communicating the same message.
How is SAC different on social media for real estate agencies?
Competition in the real estate industry is high, you know that perfectly well. Every company wants to achieve the highest
profits and increase its client base, become the preferred Social Media one and position itself with recognition among its peers.
Although many real estate agencies use their networks as a showcase for real estate for sale, the focus has gradually
shifted to consolidating the relationship between the company and the people interested in purchasing a property.
Understanding this intention of our target audience makes the job of your real estate social media team easier. It prepares
them to know what to expect and how to act appropriately.
5 tips for SAC on social networks for real estate agencies
Now we want to offer you 5 useful tips to get started — in case you decide to implement social media into your real estate marketing strategy — or to improve the quality of customer service that your team provides.
1. Use the appropriate social network
A common mistake made when deciding to create social networks for real estate agencies is believing that more is better.
Having a profile on every social network can often be a nonsense.
Imagine the following situation: you have to put up signs to attract people to your business. Would you rather put them in a place where you know your target audience is passing through or in an area where the people you are interested in will not see them?
The same goes here, spending budget and time on social media for real estate agencies that will not give you anything in return will only overload your team.
The suggestion is always to have fewer social networks, update them often and write quality content, rather than having a presence on many, as this can cause you not to focus on what is important.
Analyze your market, segment, and research. This will help you achieve your goal of reaching the right audience.
2. Deliver valuable content
This point is essential in any digital marketing strategy. What people are looking for on social media is entertainment and/or information. Guides, tips, industry news and even interesting facts about your properties can achieve a good result with your audience.
Tell them about the neighborhood where the project is located or about decorating tips, comment on new legislation or if they have new financing systems. Create content that is unique to your networks and that differentiates you from the competition.
Your team should be able to talk about these topics to answer comments with questions or suggestions on posts or to interact with customers if they are tagged.
3. Inform and train your team
In any industry, there is always that client who comes with a very specific question. And as good professionals, we must know how to answer them. On these occasions, it is necessary that your staff is trained to respond, or at least knows where to find the information they request.
Avoid having your team respond vaguely and give them the tools to help build loyalty with your audience.
The protocol manual is useful to unify the treatment of your clients, but it is also necessary that your team is informed of the dates, subsidies and payment methods that your company uses.
4. Respond quickly, don’t keep people waiting
One of the factors that can cause the loss of a customer is the waiting time for a response.
This is an issue that not only involves staff availability, but also the fact that your team takes too long to look up information. Or, in the worst case, accidentally ignores a message.
Still, no one person can be on social media 24/7, and if you don’t want to increase your staff to maintain constant attention, you can always implement a chatbot on your website or on your social networks that serves as a first contact with people.
A chatbot is an artificial intelligence programmed to answer incoming messages from your customers. It can be useful in
case people have questions, which can be answered by a FAQ section or by referring them to the area capable of handling the query.
The key here is to provide a quick response so that the Social Media customer can satisfy their query and not go looking for another source.
5. Be cordial and provide humane treatment
<p>This is a piece of advice that we should never forget. Our customers are people who want to be treated with
understanding and respect; and sometimes this translates into actions as simple as saying hello, informing them of what
is being done while they wait, thanking them for their patience or using friendly language.
After all, no one would want to do business with a company that treats them negatively or instills distrust.
A bad experience will lead to a bad review and that will affect your business’ reputation, which – depending on the size of the mistake – will be one of the first things people find when they search for your company.