Enterprise Network member, The Group, Inc. Real Estate, has recently implemented Active Website’s recommended First Responder Program in an effort to increase their eBusiness initiatives.  The First Responder Program helps start the dialogue between the customer and brokerage quickly and efficiently and also helps to avoid situations where leads are lost due to delays in response time.

Studies show that consumers investigating real estate online will visit as many as five different sites.  A brokerage that responds within 3-5 minutes is 239% more likely to win the business. By implementing an inquiry management system which includes a dedicated team member responsible for responding to all inquiries, brokerages are better able to monitor and track inquiries and provide better customer service to potential buyers and sellers.

The Group, Inc. made the decision to change their existing business rule structure to the First Responder Program after learning about Skogman Realty’s success with a similar format. While inquiries on Skogman’s agent websites are routed directly to the site’s owner, all other inquiries are initially reviewed and responded to by their eBusiness department.  This allows consumers to receive a quick response which agents are not always able to provide while on-the-go, and helps to standardize the brand experience. (more…)