Closing more sales and retaining customers.
Deliver the best first-class customer service.
Using LiveChat to deliver instant answers to visitors.
Customer conversion increased by 30%.
When timing is everything in a real estate brokerage specializing in Luxury Real Estate, it is critical to have tools in place to ensure the office can respond to all domestic and international clientele 24/7. These customers are making life–changing decisions and they need answers to their questions immediately, without any lag time.
Luxury Estates International’s customers have a peace of mind knowing they are working with a first–class, trustworthy and reliable brokerage.
“With a mission to deliver the best first–class customer service, it was only natural for us to have the best in live chat software.”
— Leah Vigil, Director of Marketing
Luxury Estates International (LEI) is an upscale real estate brokerage specializing in marketing and selling the world’s finest luxury homes, high rise condos, top–of–the–line penthouses, and most sought after pieces of land. LEI implemented LiveChat on its local site Luxury Homes Las Vegas. Their goal was to enable both buyers and sellers to find answers quickly by interacting with them in real time.
LEI’s agents use both desktop and mobile application to chat with their visitors whenever such need arises. According to Leah: “LEI agents are always on the move and cannot miss a phone call, an email, or a live chat! The mobile–capable chat window allows an instant response that can impress a prospect buyer.”
Quick response time is actually something that visitors appreciate: “Customers love LiveChat and instant answers from a local real estate specialist,” said Leah. “They are often on a tight schedule, so LiveChat allows them to book a property showing with immediate confirmation,” she added.
It’s not easy to impress demanding buyers, especially in the luxury business. That’s why the look of the chat was one of the things the company pointed special attention to. It was important that the chat would fit to the look of the website and its luxury homes in the background.
The company customized its chat window by picking up the black colour along with a modern look of the chat. Chat window fits perfectly to the look of the website and its luxury homes in the background. According to Leah: “LiveChat has the most simplistic back and front–end interface, and the best aesthetics to compliment the look and feel of an upscale brokerage.”
The company set a pre-chat survey, asking visitors about name and basic contact details before starting a chat. They also integrated LiveChat with MailChimp so when visitors fill out the pre–chat survey, they can also sign-up for newsletter campaigns. This is a good way to gain new leads for the company.
While chatting, LEI’s agents often use file sharing feature. They send their customers all kinds of files over the chat window. “At any time from the desktop to the cell phone, we can send brochures, or attach listing comps,” stated Leah.
Besides timing, confidentiality is an important value in the luxury estate business. Sometimes LEI’s agents utilize LiveChat to schedule a confidential listing consultation. That’s why they treat LiveChat as a great way to build relationships with customers. According to Leah: “being the high-end real estate industry is based on relationships. LiveChat also gives us another avenue to build relationships with existing and prospective clients.”
LEI’s agents are more than happy with LiveChat. It gives them opportunity to quickly convert online visitors to qualified buyers or sellers, expanding the client base and increasing revenue. According to Leah: “LiveChat is an opportunity to gain trust and a comfortability level that then allows for a quick chat to turn into a phone call and face-to-face meeting.”
LEI’s customers love using LiveChat: “Customers love instant answers from our agents. It’s an opportunity to have a conversation hassle–free with no commitment,” said Leah.
LiveChat allowed LEI to deliver first–class service and increased its customer conversion: “LiveChat gave us an interactive website allowing instant communication and attention – a sense of what a first–class brokerage has to offer,” stated Leah. “It also increased our customer conversion about 30%,” she added.
LEI’s future plan for LiveChat is to integrate into a new responsive site to further enhance the customer experience and reinforce the accessibility that aligns with the mission of the company – that all clients’ needs are met 24/7, all over the world.
Closing more sales and retaining customers.
Improving customer retention by providing a faster cusotmer service experience over LiveChat.
Getting rid of ineffective phone and email communication in favor of chat.