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UK’s first WhatsApp pilot programme for estate agents revealed

by LLP Reporter
31st Jul 19 2:00 pm

For the first time, estate and letting agents will be able to use WhatsApp to respond to all of their leads 24/7 using real people.

The game-changing service is being rolled out in the next few months by Olivia, the pioneering lead response technology.

Olivia’s technology utilises a team of real people to respond to agents’ online enquiries in under two minutes, 24/7, helping to speed up response times and move away from outdated communication channels.

A customer service revolution, being able to interact with consumers via WhatsApp will put agents at the cutting-edge of lead management, customer experience and communication.

WhatsApp will also be integrated into Olivia’s client dashboard, providing agents and consumers with a platform for two-way communication. Agents will now have access to all of their portal, instant valuation, call overflow and other email leads in one multi-channel messaging platform.

“This is a huge opportunity for estate agents to get ahead of the curve. Over the next few years, WhatsApp is increasingly going to become the go-to communication platform for consumers and businesses,” says Sachin Pabari, Olivia CEO and Co-Founder.

“In the next few months, our agents will be able to let potential vendors know that their agency is using unrivalled technology, making it easier for them to convert valuations, sell homes faster and satisfy customers.”

Agents to be in exclusive global company

Estate agents using Olivia to engage with clients via WhatsApp will be in lofty company, with huge brands Netflix, Booking.com and Deliveroo all currently still testing the WhatsApp API (Application Programming Interface).

“It’s easy to get a single business profile, but to be allowed to build on the WhatsApp API as a third-party application is a massive coup for Olivia and took some time to get over the line,” says Pabari.

WhatsApp now has more than 1.5 billion users in over 180 countries, with the average user checking the messaging platform more than 23 times per day.

“The future of business interactions with your customers will be via WhatsApp. Quite simply, there will be one app to rule them all, with most of your communication and contacts being controlled via WhatsApp,” Pabari continues.

“It’s interesting to look at WeChat – the equivalent of WhatsApp in China. Email is practically dead in China as people now make the majority of their businesses interactions via WeChat and the same will soon be said for WhatsApp,” he says.

A limited pilot for innovative agents

The exclusive WhatsApp pilot programme has a limited number of spaces as Olivia has a finite number of WhatsApp numbers available, with its existing clients being given first option on these.

The remaining spaces are being offered to new agents that onboard with Olivia during August – contingent upon their numbers passing the Facebook approval process.

“Our initial rollout for WhatsApp will be conducted in batches. The pilot group will have exclusive access in the upcoming months and be invited to contribute ideas to help the platform work better for them,” Pabari explains.

“Only after this initial testing is completed, will we begin to sequentially add the next batches of WhatsApp users as the systems are ready,” he says.

Reducing friction is key to client success

Olivia’s research shows that agents across the UK lose up to 70% of their leads due to responding to enquiries slowly, using outdated communication channels.

It’s removing this friction which allows agents to stand out from the competition and create better relationships with their customers.

“Many agents will have experienced the phenomenal impact being available via their personal WhatsApp can have with clients – it makes life so much easier for customers to contact you,” adds Pabari.

“Now your business can interact with leads and customers via WhatsApp with the support of Olivia’s team of highly trained customer experience agents, who are able to deliver personalised service at record speed.”

“This means you’ll never miss an opportunity and can benefit from lightning quick response times even when your office is closed at evenings and weekends.”

Launched in August 2018, Olivia has now processed over 250,000 messages from applicants on behalf of UK estate agents, including well-known firms Power Bespoke, Urban & Rural and Sure Property Group.

In order to take part in the WhatsApp pilot programme, agents need to be an Olivia user before August 31. After this date, agents will be added to the second batch of pilot users, which is not expected to start until later in the year.

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