Imagine you try to pull up your website, but it’s not loading. It’s completely down. Your digital connection to leads, sellers, buyers, property searches, and marketing is all gone. And it’s Saturday evening. You might have to wait all weekend to get it resolved during business hours on Monday.
This nightmare happened to one of our clients in Pennsylvania. But because we recently rolled out our 24/7 expert tech support, her website was back up by 8 p.m. that same evening. One of our client support specialists, KJ Walters, not only got our client’s site back online, but sent her a detailed message explaining the possible reasons for the outage. The agent’s name server had suddenly changed, likely due to a domain registrar update, a mistaken manual change to domain settings by her team, or a security breach.
This is just one of many examples of agents receiving critical, immediate problem-solving help that got them back online and back in business over the past month. Since introducing our best-in-class 24/7 support, we’ve provided pivotal assistance to more than 4,000 clients. Our client satisfaction rating has jumped 10%, and we’ve drastically improved our issue resolution time.
Overseeing this transformative undertaking is our new director of support, Brittany Crawford, who recently joined us after a wildly successful tenure at Constant Contract.
“I’ve led high-performing, award-winning support teams throughout my career, and I’m excited to bring that experience to further elevate the terrific support organization at Luxury Presence,” said Crawford. “The launch of our 24/7 support is the first step in meeting our clients where and when it’s most convenient for them, with much more to come.”
For busy agents, the ability to lean on our expert team any hour of the day or night is a real game changer. Here’s what some of our clients had to say about their experiences working with this team:
- “Quick response and professional assistance over the weekend”
- “I am thrilled and beside myself that it was done on the weekend… I didn’t expect that… way to go!”
- “I submitted a request and needed it done for the weekend. I received exactly what I needed and before the end of the day on a Friday. Perfect! Thank you!”
- “It was a weekend when I submitted my request, and your team got back to me the same day and they had corrected/changed everything that I asked for. Very happy! Thank you!”
- “Awesome late-night support! Fast and professional!”
- “It was a weekend and the issue was resolved. Thank you!”
As Malte Kramer, Luxury Presence founder and CEO, told the Los Angeles Business Journal earlier this week, the new support team reflects the hardworking, diligent nature of our company’s clientele: “Agents work tirelessly to provide exceptional service to their clients. Making sure they also receive that level of service has always been a top priority for our team. With our expert support now available day and night, we’re there to help anytime our clients need us.”
