Think about the last time you needed to call your local utility company to dispute an unexpected charge. Did you immediately get a feeling of dread, knowing it’ll probably take you more time just trying to get someone in customer support on the phone to discuss the charge than the charge may be worth? Or how about having to jump through hoops and endless repeats of “keywords” to get your issue across to a bot on the other end? The more work you have to put in to get your question heard, the more it can feel like companies don’t actually want to be bothered with finding a resolution. Seems to be an ironic way to feel about a service that is centered around the customer experience, right? Here at TRIBUS, we’re also human, so we’ve had our fair share of great, and not-so-great, experiences. We understand the frustrations you have with just your run-of-the-mill real estate brokerage customer support experience, so we took customer support and made it better. Welcome to TRIBUS Concierge Support.
“32.5 seconds is TRIBUS’ average response time, and we resolve issues at an average rate of six minutes.”
What exactly makes “Concierge Support” better than just regular support? Well, the dictionary definition of “concierge” is: “A resident in an apartment building especially in France who serves as doorkeeper, landlord’s representative, and janitor.” No, we’re not in France or doorkeepers (much less janitors) but we take that high level of service expected by a concierge and put it into everything that we do. Whether it be on the phone, through a chat, or a detailed email, we make sure that you get ahold of one of our real estate brokerage customer support team members ASAP, who is ready to help solve your issue in a prompt and friendly manner.
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Real Estate Brokerage Customer Support by Phone
There’s no 15-minute hold time when you call TRIBUS support. We understand that picking up the phone to call support means you have a question or issue that you need resolved as soon as possible — and we make that happen! Our support line goes directly to each member of our support team, and whoever is available to take the call grabs it on the first or second ring. We’re happy to walk you through our resolution on right there on the phone call.
Real Estate Brokerage Customer Support by Chat
Artificial Intelligence is becoming more and more prevalent in customer support, but instead of using it as a replacement for a representative, it should be used in ways that allow representatives to better serve the consumer. Our chat system is a great example of how AI can be used to help a support team better serve you! We use the system to recognize when a broker or agent is logging in for the first time or hasn’t been on the site in a while. The system knows to send a quick message asking the user if they need help with their site, or if they need more information about a great product we offer. But as soon as the agent interacts with the chat, the message is immediately responded to by a member of our team ready to assist in any way we can! (32.5 seconds is TRIBUS’ average response time, and we resolve issues at an average rate of six minutes.) No more of that frustrating back-and-forth with a bot that ends up with you begging to speak to a representative. We respond as soon as we hear that alert come in and are even happy to switch to a call if you feel you need an even more personal approach.
Real Estate Brokerage Customer Support by Email
We know that nothing is more frustrating than feeling like you sent an important email but received no response. At TRIBUS, any email sent to our HelpDesk ([email protected]) is opened by a member of our support team and responded to as we receive it! If it’s something that will take more research, or help from our development team, we make sure to update you on the progress of your ticket every step of the way until a resolution has been made.
Outbound Real Estate Brokerage Customer Support
Beyond always being a real, U.S.-based person behind that “Good morning!” chat or “How can I help you today?” greeting on the phone, we take our Concierge Support one step further and reach out to your agents to try and avoid issues before they even happen! Once a quarter, we reach out to each member of your brokerage to check in and see if they have any questions about using their site, or if they’d like to schedule any additional trainings. We also love to hear feedback from our users on things we’re doing right — or wrong — so we can always improve our product to serve you better.
TRIBUS support is available Monday-Friday from 8 a.m.-7 p.m. Central, so give us a call, send us an email, or test our chat response time so we can show you what the customer support experience should really be like!
