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We’ve all gotten used to instant gratification. So, as we strive to provide the highest level of service to our members, fast and effective communication is vital.
Using tools and systems that enhance our response times is one way to do that. That’s why Bonita Springs-Estero REALTORS® in Florida has implemented a ticketing system with a chatbot, along with a dedicated support email address, to help our team of five serve 1,500 members.
Ticket to Success
Our ticketing system is designed to track and manage member inquiries, ensuring that no question goes unanswered and no concern falls through the cracks. Each ticket can be assigned to specific staff members or departments, making it easy to distribute the workload, track progress and hold team members accountable for a quick response.
Over time, the ticketing system generates valuable data about response times, staff performance, user satisfaction and common questions. This information can guide training and development efforts, helping us to continually improve our messaging to members and build our website and member portal.
Response time in our chat system by a staff member averages less than a minute, with chats typically lasting one to five minutes.
Our system also features a chatbot, which can support staff by providing answers from information already available on our website. The chatbot, powered by artificial intelligence, reviews our website as a data source and creates questions and answers from that data. For instance, if someone asks our bot how to join the association, it automatically replies with the link to the information on our website, with no need for human interaction.
As you get started, the first product you try may not be the best fit for you. We began with Microsoft Teams and app add-ons, but that solution wasn’t quite right for us. We now use tawk.to, which has both the chat and ticketing system. It easily embeds into your website as a widget, and it is free, with the option of paid add-on services.
One Email to Answer Them All
While the ticketing system serves as a powerful communications management tool, a dedicated support email address adds another layer of organization and accessibility. It provides members with a straightforward way to reach out for assistance, reduces confusion about which staff member to contact and ensures that inquiries are directed to the appropriate channels. So, in addition to individual work emails, all staff receive emails from support@berealtors.org. When team members respond, they “reply all” so the rest of the team knows that the member’s question has been addressed.
A shared support email allows staff to collaborate on responses, fostering a team environment where knowledge is shared and best practices are implemented. It’s also an indirect way to cross-train team members. And, when a staff member is out of the office, no emails are left unattended! Our members appreciate timely communication and the avoidance of an out-of-the-office response.
Make the Strategic Move
Implementing a ticketing system and a dedicated support email address is not just a logistical improvement; it’s a strategic move that positions our REALTOR® association for greater success. By streamlining and enhancing our communication channels, we can provide our members with the responsive and organized service they deserve, leading to higher satisfaction and retention rates.