New agency software aims to automate vendor and viewer feedback

New software has been launched to help estate agents collect feedback on viewings.

Feedback Enterprise, from the Cumbrian communications specialists SMS Speedway, automates the feedback process so that agents no longer need to call buyers and enter feedback manually after each viewing.

Instead, after a client has viewed a property, they receive a text message – or an email or message through WhatsApp, Facebook Messenger, or Signal – asking for feedback.

The message contains a link to a web page with the agent’s branding and questions the agent has set. Typically, these might cover price, location, value and presentation. Answers can include star ratings, sliding scales and numerical values, as well as comments.

Feedback Enterprise feeds this data into Reapit’s AgencyCloud CRM where it can be used to prepare reports. In time, SMS Speedway plans to develop the software to work with other CRMs including bespoke systems.

Brad Kieser, chief executive of SMS Speedway, said: “This unique product is a game changer for estate agents. Nothing else comes close.

“We know that agents are under huge time pressure. They don’t have enough people or hours in the day to do what they need to do. Staff tied up on follow-ups is time not spent driving the sales.”

He said the tool will help flag up issues with a property, allowing the agent to highlight positives and address any negatives.

Kieser added: “It can identify recurring issues – on pricing, for example – across an agent’s portfolio.

“As an agent, it enables you to provide a better service to vendors and buyers. You can use the feedback to help the vendor prepare for their next viewing and get a clearer understanding of what a buyer is looking for.”

The system can queue reminder texts at any time interval and, if an appointment time alters, the timing of reminder texts changes automatically.

Feedback Enterprise can also be used to gather responses from vendors after viewings and to gauge overall satisfaction once their property is sold.

Although designed for estate agents, SMS Speedway said it plans to adapt the software for use by any organisation that needs to analyse feedback.