Customer Experience

Getting the journey right

ICG’s cutting edge software suppliers know how much estate agents care about their reputation and the public perception of their business.  That’s why our members have created some of the best customer experience consultancy solutions for estate agents in the UK. 

Clients expect a seamless, end-to-end customer experience, starting from their first encounter with an agent’s brand.  But in recent years the Property Ombudsman's annual report has listed ‘communication and record keeping’ as one of the top reasons for complaints against agents.

Customer experience solutions for sales and lettings

Increasingly busy lifestyles leave customers with even less time to dedicate to their home search. 60% of agency leads are received outside standard office hours, so there is a risk that those leads will go cold if you don’t respond in good time.  Live Chat can provide an instant, informed response whenever your office is closed.

Virtual viewings – including 360º tours - are also popular with time-poor clients, to help them decide whether a property is right before they commit to a viewing.

Customers also appreciate being able to power through admin procedures and achieve a faster move home. There are innovative solutions available to speed up a range of processes, from key points in the sales progression to routine admin tasks.‍

Adding to the customer experience

With multiple customer experience management platforms available for estate agents, it can be hard to make the right choice.  As a collective of leading PropTech suppliers, ICG can optimise and enhance the customer experience, helping your business achieve its goals.  You can also add options from other ICG-approved suppliers to create a customised package of cutting edge solutions.

If you would like to find out how ICG has helped other estate agents, why not browse our case studies?  Alternatively,  you can explore our product pages for more information.