- Brokers and agents need to take online reviews, and what they mean for business, seriously.
- To enact damage control, provide clients with a platform to complain.
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Social Survey is an enterprise reputation management software.
Platform(s): Browser-agnostic; responsive
Ideal for: Larger brokerages and teams
Top selling points
- Automatic routing of poor service reviews into personal follow-up queue
- Instant sharing of positive reviews
- Personalized profile pages that collate reviews and agent content
Things to consider
Customer service surveys need to remain simple to garner responses and be effective. Users should work closely with the company to establish best practices before rollout.
Social Survey’s most unique selling point is its automated routing of poor reviews into a complaint resolution workflow.
When individuals indicate on a survey that they didn’t exactly love the way you sold their house, it triggers a series of pre-written auto-responders that promise them their complaints will soon be addressed.
Appointed managers or office administrators are alerted to the negative response and called into action, ideally to call or email the individual and find out what can be done better next time.
This is a technically efficient and business-savvy way to earn more business, or at least reassure customers that you take their happiness seriously.
Meanwhile, survey responses deemed positive are quickly published to an agent’s linked social media accounts and their SocialMe profile page, which contains a timeline of testimonials, existing Yelp or Zillow reviews, social media posts and other relevant content and calls to action.
This is a technically efficient and business-savvy way to earn more business
This page also bolsters the agent’s SEO presence, provided a customer Googles their name specifically.
But wait, there’s more: Positive survey results are also shared on the company’s Twitter, Facebook and LinkedIn pages and any other connected offices under the brand, as well as on the social pages of the respondent. This goes a long way toward message proliferation.
In addition, reviews are published on other Web pages or sites via a Social Survey widget.
Setting up surveys is fast and easy because the interface is clean and modern, designed to ensure that the process doesn’t hamper the result.
You can ask a number of questions and choose to have the response be by text, drop-down or check box. Adding new team members, establishing permissions and editing auto-responders is also intuitive.
The system is designed for broker oversight, a facet deemed “Social Monitor.”
Office leaders can monitor all aspects of their agents’ reputation and use of the system from above. They can see sent surveys, agent ratings and who is most active within the system.
A broker can also be given a view into their agents’ social media accounts. I suspect this would raise challenges in some environments.
Office leaders can monitor all aspects of their agents’ reputation
Incomplete surveys can be tracked and re-sent with custom messages.
It’s important for agents to act quickly with a survey, especially if they sense a transaction didn’t go well.
Your odds of avoiding a Yelp beat-down are good — if you’re first to provide clients a platform to complain.
There’s no stopping an individual from hanging you out to dry on one of the many public business review sites.
However, if you reach them first with Social Survey’s reputation management workflow, you can at least respond to their vociferous Yelp tirade with an honest explanation that you attempted to rectify the issue.
The company is partnering with Re/Max on a large franchise rollout and will soon launch design updates that will make the product more applicable to individual agent accounts.
Have a technology product you would like to discuss? Email Craig Rowe.