Once upon a time, you "walked in" for real estate services. A pleasant face greeted you. You had questions; helpful people had answers.
It was simple, friendly, and it worked.
You called, someone answered. You were handled, not routed through some invisible air traffic system waiting for a faceless controller to pick you up a day later with a response.
The Realtor was once a servant, performing the heavy lifting and attending to the smallest details. Making sense of things.