Real Estate, Marketing, Software

Over the past few weeks, the energy and excitement here at Point2 has been through the roof.  It always is – but recently we have had some incredible things to share with our members.  In case you haven’t heard, we’ve adopted a brand new, top notch email system called Rackspace Email.  Not only that, we’ve wrapped up one of our biggest membership promotions in history, integrated several MLS and Associations, and have had several members travelling the United States supporting trade shows and meeting new and existing Point2 members.

One of our most valued assets is the quality of support our Customer Care team provides to our members.  With the tremendous expansion of our member base, comes an according influx of support requests to our Customer Care Team.  Let me tell you – these guys and girls deserve a HUGE applause.  You may have noticed longer wait times on the phone or via email, but that is because over the past month, our support team has received nearly double the amount of requests they normally receive.  Just how many emails and phone calls have they received?  Compared to an average of 800 phone calls and 1000 emails per week, over the past month our amazing team is has seen upwards of 6000 emails this month and nearly 1200 phone calls per week.

I know from spending two years with the Customer Care team that at times it can get overwhelming when it gets busy.  As a Customer Care Representative, you want to provide members with the highest quality of support in the quickest amount of time; after all, REALTORS® are business people, and their time is valuable.  When the volume of support requests is higher, it can be more challenging to resolve and answer issues in a shorter time period, as you do not want to sacrifice quality.  Our Customer Care team has been nothing short of spectacular in handling all of these requests.

If you have the chance to communicate with any Point2 Customer Care Representative via telephone or email, please keep in mind the hard work and determination this extraordinary group puts into their work each and every day.

Also, to buffer our support team we also have posted tons of helpful resources which are available on the Point2 Education site.  There you will find various resources including video tutorials and live educational sessions that can help you make the most out of your Point2 Agent account.

Finally, we love hearing from you, so keep your questions, concerns, or comments rolling in.  If you are ever in contact with a member of our Customer Care team, we welcome all comments – good or bad – and make an effort to make sure they reach the ears of the appropriate person within the walls of Point2.

2 Responses to “Kudos, Customer Care!”

1. Hans says:

   November 2, 2009 at 1:05 pm

   Guys, hats off to you, but please do not forget support for your existing clients. I am patient but do not want to wait 4 days for a response. Seems response times are somewhat slow nowadays. Thankfully I solved my problem myself meanwhile.
2. Chris says:

   November 2, 2009 at 1:23 pm

   We hear you loud and clear Hans.

   Over the past 6-8 months our client base has grown exponentially, and that means our Customer Care team is working harder then ever to keep up. But as you have pointed out, this means slightly longer wait times then our existing customers have been used to.

   The good news is that we recognize this, and are taking all the steps necessary to ensure that we continue to provide the quickest and most efficient service we can.