How to Enhance Your Customer Service with AI and Video

Discover how to provide engagement tools for prospective homebuyers

Key takeaways:

• Video helps you develop strong, new leads, and deepens your engagement with those you already have.
• AI personalizes video content for individual clients.
• Potential customers can use interactive content to explore properties and connect with agents at their own pace.

Many homebuyers now find and purchase homes online. This makes it even more vital that agents offer remarkable customer service, even without that in-person connection. Luckily, tools out there can help your team offer a seamless digital experience, from the initial pre-approval to the last closing document. And, these tools are even more effective when paired with live personal services. Video conferencing, virtual tours, and AI-enhanced search and support are critical tools for customers who aren’t able to physically be present at a property,

Below, we address how AI and video technology help real estate franchisees overcome the challenges of enhancing customer service, and how they can improve client engagement and satisfaction with personalization, efficiency, and interactive content.

How AI transforms real estate customer service

Businesses are interacting with customers more than ever before, whether it’s face-to-face, via email, or online. AI-enabled communication, such as chatbots, makes customer service a 24-hour option, even for franchises that don’t have staff available around the clock.

AI uses data to find the ideal property for every customer. It then transmits that information to a live representative, enriching their interaction with the customer and meeting their needs with far fewer hours and back-and-forth conversations.

Despite these efficiencies, a human touch is still ideal to close the deal. Chatbots can handle multiple simple requests simultaneously while live agents can tackle more complex issues. For businesses with overwhelmed call centers (or without the resources for a call center at all), this technology provides a much-needed lifeline.

Next, we’ll discuss video’s role in enhancing customer engagement. 

How video enhances customer engagement

Here are just a few of the ways that video content can save time for clients and agents while helping them reach a wider audience:

• Find strong leads. While it looks great to have a long line down the block at showings, if only a handful are seriously considering buying, it’s not the best use of an agent’s time. A virtual video tour lets people decide ahead of time what they actually want, leading to as much as 40% fewer wasted viewings.
• Reach out to potential buyers outside of your area. Many factors may keep buyers away from in-person events. If they have small children at home, are sick, or are moving from out of state, they may have a very strong interest, even though they won’t be at your showing. In fact, nearly 90% of these potential homeowners will more seriously consider your property if you offer a video tour. And, if they like it, over half say they would buy it sight unseen.
• Raise the profile of your listings. Zillow listings that include a video tour get on average 68% more views.

Educational video content can help you build trust as an expert in the industry. First-time homebuyers are the most in need of your insight on topics such as what to look for in a walk-through, negotiation strategies, and what to expect in the first month in their new home so this is particularly important for them.

Some areas you might consider covering in educational video content are:

• Market analysis. Explore current market trends and what they could mean for financing, labor costs, and home prices.
• Financing clarity. Financing is one of the thorniest issues for a new homeowner to navigate. From home loans to interest rates to mortgages, it’s confusing to anyone not in the industry. Your seasoned perspective can help cut through any confusion.
• Guide to renovations. Keeping their new investment in top shape requires a lot of DIY know-how that you can help provide.
• Strategies to sell. When homeowners are ready to move on, a whole new set of challenges arises. These include home staging, pricing, and negotiations. They will need a steady hand to guide them through this process.

Demonstrating your expertise opens the door for prospective clients to trust you over your competitors.

Next, we’ll dive into the potential of AI-driven personalized video campaigns to engage potential buyers.

Why personalized video campaigns are the future of real estate marketing

AI-driven personalized video campaigns have the potential to engage new audiences by customizing a list of properties that match their behavior and preferences.

AI also makes the process of creating videos simpler and more efficient. It makes it easier than ever to automate time-consuming tasks such as editing, thumbnail generation, and captioning. They can also grow deeper, providing tools like video-to-text, voice cloning, and virtual influencers – computer-generated personalities that can deliver messages specifically tailored to individual viewers.

In addition, AI provides powerful analytics, allowing realtors to adjust future campaigns based on audience engagement, making subtle changes to images, text, and even length.

So, how do you engage customers on a whole new level? With interactive content. 

How to engage customers with interactive content

From 360-degree tours to interactive FAQs, clients can now explore properties at their own pace and get real-time answers to questions. Interactive video content engages visitors in innovative ways, from property tours to agent introductions. In fact, 47% of marketers credit interactive video as being one of their top lead generators.

Property tours are a particularly important part of interactive content, and essential to successful real estate marketing. They incorporate simple walk-throughs, 360° virtual experiences, and flybys with exterior drone footage to create a complete view of the property.

Interactive videos are also the ideal tool to simplify complex experiences and break them down into short, easily digestible video segments. This can be useful for topics such as price, negotiation, pre-approval vs pre-qualification, and the ins and outs of home inspections.

But interactive video is only useful if your audience can access it.  Are you sure your website adheres to legally required accessibility standards, either WCAG AA or WCAG AAA? These standards provide guidance on the best ways to use images, color, captions, and many other aspects of design to allow as many people as possible to view your content.

Let AI and video take your customer service to the next level

The combination of AI and video technology is revolutionizing real estate customer service. We are now in a period where unprecedented levels of personalization are possible, leading to deeper customer engagement.

Real estate professionals can embrace this innovation to meet the evolving needs of the next generation of homebuyers. But adopting this new technology can feel like a daunting task.

Luckily, there’s Morpheus Marketplace, a platform that lets you create professional-quality videos in far less time with far less cost. Plus, you will find new ways to engage your audience and improve customer service, which is fantastic for you and your clients. Join our waitlist today and become an early adopter of this amazing tool.