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Making Tech Support a Universal Benefit for Members, Agents

July 15th, 2016

Today, nearly 60 percent of all the Realtors® in North America have access to technical support provided by the real estate industry’s #1 tech support team, Tech Helpline. Owned by Florida Realtors®, Tech Helpline has become well known for its warm, friendly, U.S.-based tech analysts who specialize in solving real estate agent and broker tech challenges. In fact, because it was built by Realtors for Realtors, it has earned the moniker “the Genius Bar for real estate,” paying homage to Apple and its world-class reputation for technical support.

Top member benefit
For many MLSs, local and state Realtor Associations — and even real estate brokerages — the services offered by Tech Helpline are often the top-rated member and agent benefits at these organizations. MLSs and Associations strive to add value for their members, and they tell us that Tech Helpline is most often cited as a top service that their members appreciate most.

That’s really not surprising when thinking about the day in the life of a real estate agent or broker. Technology is often integrated into every part of their business processes, and as we move closer and closer to fully achieving a digital real estate transaction, technical support will become even more important.

When a printer won’t connect to a laptop, a smartphone loses all of its contacts, or your desktop is infected by malware or a virus—anything that gets in the way of helping a consumer buy or sell a home—whom does one call? For two out of every five Realtors in the U.S. and Canada that still don’t have Tech Helpline, most will tell you they will lose valuable time and money dealing with these kinds of problems. Unfortunately, these technology glitches happen every day, and the more technology becomes embedded onto our day-to-day lives, the more we need – and appreciate – having someone to reach out to who will help us quickly solve our tech problems.

So the question is ‘Why doesn’t every MLS, Realtor Association and real estate brokerage offer technical support as a standard member (agent) benefit? Shouldn’t these services simply be universally available?” At Florida Realtors, we certainly think it would benefit our entire industry if tech support was a universal benefit for all Realtors.

Setting a high bar
In real estate, there really is no other service quite like Tech Helpline, which also explains its explosive growth. That’s because it is a service built for Realtors by Realtors that provides technical advice in a way that never makes one feel incompetent. This is a high-skilled group of people with nearly 300 combined years of experience, who deeply understand agents’ needs. More importantly, they don’t talk down to those asking for help and don’t waste time for those who are very technically astute.

But don’t take just my word for it: Talk to agents who have used the service, like Brenda Ghibaudi, a Florida 1st Realtor with Better Homes Gardens Real Estate. Brenda uses Tech Helpline “all the time” and gives the service “a quadruple A rating – they are always that good,” she says. Brenda points to their ability to work with agents who often have different levels of technical expertise. “Some agents are very technically savvy, but tech helpline analysts also have to deal members who are at totally different technical skill levels — including some who are not techie at all. It is amazing our technicians can easily discern what level they are dealing with and like a chameleon, immediately go to that level to communicate,” she explains.

For other members, it’s simpler: Tech Helpline offers support in both English and Spanish, and help can be provided via phone call, online chat or email.  And there are no limits on the number of calls or on the length of time per call.

The quest for universal coverage
Tech Helpline truly is the right member benefit for all members of MLSs, trade associations and again, even real estate brokerages, everywhere. It really is time for universal coverage when it comes to tech support for real estate agents. The cost is accessible for firms of every size, and Florida Realtors has shown that we can scale this service to support hundreds of thousands of agents.

For those interested in learning more about Tech Helpline, send an email to Info@TechHelpline.com or call our sales team at 888.784.5404 and help us on our quest to provide exceptional technical support to every Realtor in North America.

 

 

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    • Please contact your Tech Helpline provider (Association, MLS or Brokerage) to obtain your dedicated Tech Helpline phone number.