IVR Solutions - Wanted your thoughts...

[Eric Blackwell]

Integrated Voice Response-Also known as those yard signs with a code on them. Our office has now been using a system for about 6 months...it has shown some pretty good results lately (REALLY good IMO).

My benchmark for what these things will do has always been "does it generate more activity than a cell phone rider on a sign. The system we are using clearly does that.

I am just looking to compare numbers with other who have tried or are using one of these systems and getting some "best practices" together... (Since we have about 500 listings in our office) we have generated just under 1000 inquiries in a month (Jan), and I think that's awesome... but I really would now like to look at the details of it.

#1) Does removing the flyers help and how much?
#2) Does using separate signs (a second sign with the IVR #) help and how much.
#3) Many of these solutions in the past have been sponsored by Mortgage folks...that seems to be on the decline...does this stuff merit use on it's own.
#4) The one we are using inputs the data from the MLS...no need for our agents to input it. Does this help and has this been a roadblock for others (it sure has been for our office.
#5) Our solution uses the house number as a code instead of an "assigned" code...not sure if that (in and of itsself) is CAUSING an increase in response over just using a code.
#6) More than anything, I'd like to benchmark with / against other IVR users and see the response rates and actual conversions to sales
#7) We do NOT use an 800 #. We use 425-6100, where the main # to our office is 425-6000...is that a key?

Too many questions...That fact that this is working well for us only leads to more question...(kind of like SEO does, most days...)

So if you are currently using one of these systems...let me know! I'd love to talk with you and compare notes (confidentially-of course) and try some "best practices" testing together.

One of my goals is to get this system running at peak performance for the start of the spring season and wanted some input on doing that.

Thoughts?

Best

Eric

[Discover Davis Homes]

Eric I haven't used this type of system, although I definitely see the benefit of it. Just a comment on the phone numbers, I think with the use of cell phones, people don't really care if they dial an 800 number or a local number. I hope you get some good responses from others.

[jerome]

It would be interesting to hear Folks' opinion on this type of System vs. the 1-800 # Call Capture Concept, Driving the Buyers to a Website for Info on the Home, or to a phone number (local) with a Live Person.
Also: No Flyers vs. Flyers without the price vs. Full Info. Flyers in a Flyer Box outside the Home?
I see the Benefit in 24 hr. Info. for the Prospect, but wonder if the Serious ones would call a Live Person # anyway to get Info.?

[rmasse10]

The bigger question I think is what are you doing with these phone numbers...are you doing follow up right away and what is the conversion rate of call to qualified lead.

[Eric Blackwell]

@rmasse10;

Exactly...in January for example...we had just under 900 people call in on the signs...with ZERO print ads...just yard signs...

Of those folks...173 (if memory serves) pushed "1" and talked to the listing agent directly. I have no way of tracking how many are going to turn into sales, but it got my interest piqued ..

Best;

Eric

[GregPDX]

Eric. Sorry to bring up such an old thread, but I'm curious if you are still using this? are you still getting results? what IVR vendor are you using?

I'm thinking about doing this for our listing. Any advice or opinions from others?

[Malok]

Hey Greg,

I'll jump in and answer your questions since I work with Eric.

Our office uses Voicepad.

Opinions across the 100+ agents in our office varies. Though I'd say most are favorable.

Those persons that concentrate on more urban areas generally seem to like it better than those concentrate on more rural (fairly obvious - more eyeballs is more calls).

And those that respond promptly also have a higher success rate with it (again, fairly obvious).


As far as my personal opinion: We use it on our residential listings that are in subdivisions/neighborhoods. We don't use it on our farm listings.

For your area, I would think Portland would lend itself toward being a good market for it.

Give it a try - if you don't like it - cancel it.

Hope that helps.

[mcubstead]

From my life as a technology manager.

1. Cell phones and the decrease in LD rates has greatly reduced the interest in 1-800's except in high volume retail and in phone support numbers for warranty or other free after sales services.

2. Local signage generally draw local callers who can get that warm and fuzzy feeling they are NOT calling an off shore call center.

3. The quality and contact of an IVR has as a significant impact on its effectiveness.

Bad IVR: Press one for price, press two to leave a message.

Good IVR: Thanks the house you are calling about is.....press 1 to leave us a message or request a call back.

Great IVR Thanks. This home is .......I have your caller ID as ###-###-#### would you like us to call you?

[Eric Blackwell]

@Greg...yes. Still using VoicePad.

Still thrilled with it. Over 1,200 leads last month. And I would concur with Malok's assessment that urban areas work great for it.

The lack of printing flyers has paid for the system even if not a single lead was generated. But we have plenty of leads from it.

We actually have expanded it to include all of the listings for other members of our MLS as well, which allows us to "activate" the service for our agents' clients and they can use the street number of any house to get info and prices WITHOUT contacting the listing agent...

Similar to IDX, but with the phone.

The leads are a bit different from IDX leads...some are much closer to buying because they are out driving around. Some are more reluctant to answer back since they are just nosey neighbors or whatever.

Overall, we are THRILLED with the results we have seen brokerage wide.

Hope that helps.

Eric

[Eric Blackwell]

If you want to try it out. Feel free to dial 502 425 6100 and enter a common house number ( 1205 or something similar). Our message is similar to what Michael posted except when they press 1 and it is our listing, they are connected live to the listing agent.

Happy to show y'all how it works. FTR- My understanding is that they work on a brokerage wide basis and do not sell to individual agents, but I'd have to double check that...

best

Eric