What do our researchers do for you…?
As a team, we do the job that you don’t always have time for, and we ask the questions that may be difficult for you to ask. A customer’s experience with your agency begins with the first time they pick up the phone to book an appointment or the first time they click on a property on your website. It doesn’t necessarily start at the market appraisal or viewing- but who is asking your customers how they are feeling after their very first experience? At BoomerangCRM, we can speak with these initial customers and gauge how they feel right from the start. As their experience progresses, so do our calls.
We can call customers again at bespoke points throughout the process, as we know that this will need to vary from branch to branch in order to suit your company’s needs. By doing this, we can build up an overview for you of how your customers feel throughout the process, right through the point of completion.
Using our bespoke database, we can then track and determine at which points your customers are overjoyed at the service they have received, or when they feel it could have potentially been improved. We are also able to ask the customers if there was anything that could be improved on; even those who score a 10 can always think of something that could have been better!
At BoomerangCRM, we offer the human element to your company, but be impartial at the same time…
Yes, it is possible for your staff to ask the customers if they’ve been happy, but is this going to be fully truthful? Will those customers who have spent many months working alongside the agents also want to criticise them and suggest improvements?
On the other hand, yes you can rely on your customers going online and filling in an online review but this is pre-meditated when your customers have had time to think about what they want to write. Alongside this, they are only going to want to review your company at the end of their experience, whereas what BoomerangCRM can do is pick up the phone and catch these customers through their experience. We can determine what has gone wrong, and you can use this information to change things in the future.