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Why You Shouldn't Fear Calling Tech Support

December 11 2019

wireless headset 200pxIt's not uncommon for many real estate brokers and agents to suffer from tech fatigue. After all, how many apps do you have on your cell phone? How many programs are on your laptop that you rarely, if ever, use?

The onslaught of technology can be, well, exhausting.

Adding to tech fatigue are the promises of new technology that is "easy to use" and will save you time, make you more money--or both!

The truth is, for many real estate agents, a lot of technology isn't easy to use. And when something goes amiss, the faith agents may initially have in their technology quickly erodes.

When technology fails you

What do you do, as an agent, when something goes wrong with the technology you now depend on to do your job? For 600,000 real estate agents and brokers, Tech Helpline is just a call or click away.

North America's No. 1 real estate tech support service for real estate, owned and operated by the Florida Realtors®, is there to help every agent and broker with access. Tech Helpline is a standard benefit that MLSs, associations, and brokerages throughout the U.S. and in Canada provide to their agents.

However, some agents and brokers hesitate or are even fearful of contacting tech support. Why? For several different reasons, many are easy to understand in an age where excellent customer service seems hard to find.

Tech support phobia?

Customer service research finds that people are reluctant to contact a company for three core reasons:

  1. They believe that the company will not help them find a solution to their problem
  2. They feel that it's too much trouble to go through
  3. They worry that the company will not care

People also fear technology. According to the most recent Survey of American Fears by Chapman University, more people are fearful of "technology they don't understand" than people who are afraid of flying or needles.

Tech Helpline's team of friendly tech analysts are trying to address these concerns. Because they work with real estate professionals every day, Tech Helpline analysts have a personal understanding of the most common tech challenges agents and brokers face. It's why Tech Helpline has earned a reputation for providing exceptional service: they care. The goal at Tech Helpline is to remove the obstacles that prevent agents from calling in the first place.

Customer service research is on their side. Tech Helpline strives to provide agents an exceptional experience because of the consequences:

  • 13% of customers tell 15 people or more if they have a negative experience
  • 67% of customers report a bad customer experience as the reason for switching businesses
  • Only 1 in 26 customers will tell a business about their negative experience; the rest simply leave according to customer service facts

The good news is that 72% of customers will tell six people or more if they have a satisfying experience. That's precisely why Tech Helpline is dubbed "the Genius Bar for real estate."

There are no dumb questions

Providing technical advice while maintaining a friendly disposition is where Tech Helpline excels. With a staff possessing over 300 years of combined IT experience, Tech Helpline works hard to make sure that when you reach out to them, you never feel dumb. By offering technical support services in both English and Spanish, they have raised the bar in the real estate industry to make it even more comfortable for agents to ask for help.

Because Tech Helpline is agent-centric, they also speak real estate. That's why Tech Helpline provides a broad variety of technical support services, ranging from email setup and Wi-Fi access challenges to helping solve software and hardware issues, such as recovering lost files, computer and smartphone crashes and a lot more.

The bottom line is that Tech Helpline is the only tech support service created by Realtors® for Realtors®, a key differentiator from all other tech support service options. Tech Helpline has become one of the most popular benefits offered by MLSs and associations to subscribers and members. It's the one place that agents and brokers should not be afraid to turn to for a great tech support experience.

Note: If your local MLS, Association, or Brokerage does not offer you Tech Helpline, ask them to contact Tech Helpline at [email protected].