Customer service is important for every business, especially for those looking to gain repeated consumption and long-term relationship with their customers.
Accordingly, Customer Relationship Management (CRM) systems are now crucial for mortgage brokers, as they assist client engagement, pipeline management, compliance tracking and administrative task simplification.
However, the level of customer service offered by the CRM software provider, such as ClientTree, is also a factor in the successful utilisation of the system.
The Importance of Customer Service
Investing in a CRM system is critical for mortgage brokers, as it requires reliability and efficiency on a day-to-day level, but the full benefits can only be realised with top-notch customer support in place.
The system provider’s ability to offer help with the system setup, onboarding and guidance for utilising the platform efficiently and effectively as well as troubleshooting are therefore key.
Customer service plays a role both when choosing a mortgage CRM system and during the ongoing use of the software for various reasons:
- System setup and onboarding – A sophisticated CRM system relies heavily on the expertise of its users for optimal performance. For brokers to swiftly and effectively adapt to a new system’s functionalities, in-depth training and continuous support are necessary to order to maximise the utilisation of the platform.
- Troubleshooting – Challenges may crop up unexpectedly. Be it a glitch in the system or difficulties with integration or understanding features. Efficient and informed customer service is vital for brokers to minimise interruptions and keep their workflow smooth.
- Adjusting to evolving requirements – With business expansion and changing regulations in mind, mortgage brokers might find the need for features or adjustments to their CRM configuration. The provider’s responsiveness to feedback as well as flexibility in tailoring the system play an important role in user satisfaction over time.
What Mortgage Brokers Expect
Mortgage brokers are looking for a CRM system tailored to their industry’s requirements rather than a generic one. Moreover, they expect that the customer service provided by the CRM will include:
- Quick response time – in the mortgage sector, time is precious and brokers rely on their CRM system provider to respond to enquiries and technical issues swiftly through phone calls or live chats to ensure smooth operations and avoid system downtime.
- In-depth knowledge – this point is in terms of compliance and regulatory requirements as well as the intricacies of the mortgage process and the system itself. The customer service staff should be well equipped to provide guidance and assistance for all of these areas compared to standard CRM assistance.
- Customisation – mortgage brokers value CRM systems that can be tailored to their needs and appreciate customer service teams that can assist in adjusting features and integrations to meet those needs effectively.
- Proactive communication – users expect to receive updates about new features, best practices and the heads-up before scheduled maintenance. Staying informed is crucial for brokers for a seamless operation. Notifying them of any changes affecting their work processes and advising them on various aspects in relation to the system is well-received.
- Assisting with integration – mortgage CRM systems incorporate a variety of tools ranging from mortgage sourcing platforms to different calculators. To aid the everyday processes, brokers expect that the customer service team will provide support with the setup and training as well as manage any hurdles ensuring a smooth flow without wasting time on redundant data entry or hickups.
- Continuous improvement – brokers in the mortgage industry seek CRM providers who are responsive to user input and strive for ongoing enhancements as the industry progresses and their needs evolve. Brokers highly appreciate customer service that allows them to provide feedback on suggested features or improvements and seeing some changes based on their feedback.
Ways to Provide Outstanding Customer Support
To excel in customer service provided to mortgage brokers, a comprehensive strategy is essential for CRM providers to surpass broker expectations.
- Specialised Assistance Teams – it is vital for CRM companies to have dedicated support teams that are well-versed in the mortgage sector to provide tailored solutions that meet brokers’ specific requirements rather than just giving generic advice.
- Thorough Introduction and Education Process – the effectiveness of a mortgage CRM software relies heavily on the users’ understanding and proficiency in its use. Developing onboarding programs such as instructional videos, customised training sessions and consistent follow-ups will empower the users to maximize the CRM system’s potential.
- Brokers can receive assistance through channels such as phone calls, email messages, live chat and even social media platforms. This variety allows brokers to seek help in a manner that aligns with their preferences and the level of urgency they feel in a given situation. A chatbot or email ticketing system to log enquiries are therefore not necessarily the best solution.
- Transparency – advance notification is important especially when there are updates or scheduled maintenance to be carried out. Timely communication about upcoming changes or potential disruptions helps build trust and enables brokers to plan effectively.
- Seeking input and making adjustments based on user feedback helps brokers stay committed and loyal to the platform showing that the provider prioritises user experience and strives for ongoing enhancements.
In summary
To mortgage brokers, a CRM system is more than just a tool. It is a crucial element of their daily operations. The level of customer service offered by CRM providers is key in deciding how effectively brokers can utilise the software to simplify operations, improve compliance and ultimately expand their business.
Brokers expect effective assistance from their mortgage CRM provider that is well informed about their industry and can tackle their specific difficulties with expertise tailored to them.
ClientTree, as a bespoke CRM system for UK mortgage brokers, prioritises customer service excellence in all of the above aspects from initial contact through integration support to incorporating feedback to help brokers maximise the benefits of their technological investment.
Emphasising top notch customer service is key for CRM providers to not just draw in users, but to also keep existing customers satisfied and forge lasting partnerships that are mutually advantageous for everyone involved.
