7 Reasons Real Estate Agencies are Using Salesforce for CCaaS
Contact Center as a service (CCaaS) is a new, improved, and modern version of the traditional call centers most minds go to when they hear the word “customer service”. While everything seems to be “as a Service” of some form, CCaaS is less of a new buzzword and more of a reference to an omnichannel customer success framework.
CCaaS is more than another cloud-based solution. It manages and tracks the entire customer experience from beginning to end. Salesforce’s Service Cloud framework supports a crucial flow of communication and information that is captured between prospects, clients, and real estate agents. Over the last few years, we have seen a steady growth in CCaaS due to demands for improved customer service and engagement, improved efficiency for businesses, and reduced costs for technology and infrastructure.
While Salesforce is a powerhouse for a CRM, it has become the go-to CCaaS for real estate agencies and brokerages alike. In large part, this is due to the flexibility and scalability it has to offer. The number of native integrations and capabilities that come with Salesforce are far greater than any other system on the market.
While that’s an abbreviated, TL;DR analysis, there are 7 key elements to why Salesforce is chosen as the CCaaS for organizations globally.
1. Reduced technology costs through consolidation
While every company is dependent on efficiency and profitability, the former becomes more of a necessity with real estate than most. With agents moving from listing to listing, it’s imperative they have a simple, efficient interface. After all, time is money. When using Salesforce as a CCaaS system, companies can consolidate their tech stack substantially. A product turns into an entire customer lifecycle ecosystem in Salesforce. This one of the main reasons why it encourages cost reduction.
Because of its cloud-based technology, businesses don’t need any meaningful hardware when using a CCaaS. Any real estate agent, customer success agent, etc. can put the Salesforce app on their phone or use their computer microphone to start dialing. Salesforce CCaaS provides a seamless tech solution for real estate agencies to serve clients and their agents. Everyone hates jumping from app to app, screen to screen, tool to tool. CCaaS can reduce costs by the number of tech platforms subscribed too, but also by saving agent time so that they can focus on making and closing deals.
2. Contextual cues and intelligence lead to personalization
Personalization is tricky. It can be executed well and lead to increased deals. However, at scale, personalization can seem very …impersonable. In real estate, personalization efforts are especially helpful for customer experience. Salesforce personalization is about understanding client data to deliver personalized efforts. The platform personalization capabilities makes it possible to have personalized website experiences, personalized emails, data and analytics, and even personalized customer interactions. For example, a real estate agent can send an automated email to check in with a prospective buyer that was on their site in the last 5 days.
3. Salesforce is the most scalable platform out there
Salesforces CCaaS is one of the most scalable platforms out there. In real estate, there is, without a doubt, certain times of the year when agents are flooded with people looking to sell or buy a new home. Agents need a software that is scalable and adaptable to the market. One of the perks of this solution is the ability to pay for what you use, adjusting software licenses, telephony capacity, etc. as the market adjusts.
4. Leverage Einstein and related AI tools to help automate work
Salesforce Einstein is the average company’s entrance point into Artificial Intelligence for both automation and personalization. It has been a game changer for workflow automation, such as auto logging all emails and calls. Real estate agents can leverage Einstein and related AI to automate complex processes, free up time, and spend more time on customer success and management. With real estate agencies pressed for time and hurting for efficiency, leveraging AI opens up countless doors.
5. Provide support in an omni-channel world
We live in a modern world where clients want fast, flexible, and frictionless support. With the increase in omni-channel communication options, it is crucial that real estate agencies follow best practices in deploying the model suits them. Clients have a preference on how and when they want to chat with their real estate agent. Salesforce allows multiple channels of engagement including live chat, SMS, messaging apps, along with others. With incredible telephony integrations, you can truly speak with a customer anywhere through any means. CCaaS is more than expanded functionality. It’s about creating solutions for customers that fit their needs and your business’s needs.
6. Improve behavioral marketing and customer success nurturing
A great customer’s experience starts by analyzing their past and present behaviors. Real estate agencies can utilize data on what clients are doing, and what they are not doing or not saying. Both sides of the coin must be taken into perspective to truly serve your clients and prospects. Salesforce takes client data to improve your marketing efforts that are geared in customer behaviors. This not only supports business growth, but it also promotes a better customer journey. Who doesn’t want that?
7. Reporting is flexible, scalable, and exportable
If you aren’t already using Salesforce’s capabilities to build reports, you should start today. With their complex Tableau reporting aside, Salesforce native reporting can help real estate agencies build reports that tell a story about their prospects, clients, closed and lost deals, top KPI’s, etc. Using a CCaaS like Salesforce, the market’s top solution out there, allows for a seamless reporting solution. The great thing about Salesforce is that their reports are easy to use and create, easy to scale, and easy to export. That is why Salesforce has become a one stop shop for businesses across the world. With Salesforce, you can create custom and dynamic dashboards driven by data from reports created.
While the world of customer success is always changing, finding the right technology to deploy a CCaaS is easier said than done. That is, until you enter the Salesforce ecosystem like so many real estate agencies have.