You Asked for More Timely Support, We Delivered eXpert Care Desk
Editor’s note: This article is written by Patrick O’Neill, Chief Operating Officer at eXp Realty. It provides an update on how eXp is supporting its agents and responding to requests.
At eXp Realty, we love our agents. They are the heartbeat of the company. Their success and satisfaction are what we strive for each day, which is why eXp is the most agent-centric brokerage in the world and the fastest-growing, now with 88,000+ agents across the globe.
Along the way, our agents have asked for more timely support, but especially a person to talk to about any issue they might have – big or small. As a result, we launched eXpert Care Desk. That means best-in-class subject matter experts are available nearly 24/7 to handle any topic so our agents’ business can continue to run smoothly and efficiently.
Our agents are asking and we are delivering.
Let me share the key areas that make the eXpert Care Desk an exceptional resource for our agents’ support:
- Accessibility: We believe in meeting agents where they are. That’s why we provide multiple access points and languages to fit our agents unique working style: Phone, email or chat, we have it covered. Additionally, we know agents don’t have a 9-to-5 schedule, so we have extended service hours for our agents whenever they need us.
- Accountability: Our agents need answers and solutions fast, and we make that our priority. Our eXperts have response goals to make sure our agents get the answers they need quickly.
- Visibility: Agent feedback means everything to us! The in-application agent Net Promoter Score (aNPS) survey helps us to better meet and exceed their expectations.
- Insights: We use data to give us insights to common questions or trends so we can apply additional support when necessary. Additionally, we ensure we have the right team in place, at the right time, to support our agents during peak times.
At eXp Realty, we are dedicated to empowering our agents’ real estate journey. The eXpert Care Desk is our commitment to providing agents with the support and assistance they need to thrive and succeed. Plus, we have many other improvements coming. Stay tuned!
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