Our own Julie Morrissey, eMoov’s Customer Service Manager, represented us at FEEFO’s event on property earlier this week to discuss one of our most important pillars: customer service. The central theme of debate was technology in the estate agency business and how companies are implementing it to evolve in today’s market. As expected, the traditional estate agency model versus the online model were a reoccurring theme throughout the debate.
The event was moderated by journalist Graham Norwood and the audience was filled with several familiar faces including estate agents, property experts and media. Julie was one of four panel members speaking on stage – all industry professionals who shared varying views of how technology both helps and hinders the property sector.
eMoov prides itself on its state of the art technology platform (HERO2), but our successful journey would not be where it is today without the focus on customer service. We are at the forefront in developing the estate agency business because of our obsessive approach to ensuring customer satisfaction.
In Julie’s speech, she shared how our customers perceive the use of technology as an important player in providing excellent service. HERO2 is available 24/7 for customers to make changes to their listing and staff are on hand everyday of the week. Our transparency and customer service have been crucial in our growth, which is made obvious from the countless consistent reviews across all the most prominent review sites. In an industry that has long been tainted with a poor reputation for customer satisfaction, eMoov’s goal is to change the public’s perception by offering a more affordable, honest and professional alternative to high street agents and other online agents.
Another noteworthy part of our customer service approach includes taking responsibility for a mistake, and doing everything in our power to rectify the problem in the most efficient manner. Not that it happens often!
Part of the training offered at eMoov is to go through both positive and negative reviews, and follow up with customers about these reviews. In addition, our team stays in touch with customers giving regular updates, even when there is little change from the previous conversation.
The shift towards technology is inevitable, and for this reason, eMoov is delighted to help customers through this transition that empowers them and offers top notch service in an important monetary transaction. In order to thrive, a blend of technology and human interaction is essential.
A significant percentage of eMoov’s customer base (75-78%) found us through word of mouth or online reviews. Among 25-34 year olds, 70% look towards reviews when making big decisions, and selling a home certainly falls in that category.
The debate did get heated at times, but it was exciting to share our business model and outlook on the changing sector with industry professionals. There is no doubt that eMoov is a leader in the modern estate agency model.