How is Redefining The Agent Experience

By Amy S. Carden,

Changing the customer experience seems to be all the rage in other industries — from Über in the ground transport business to Airbnb in the accommodation sector. But for real estate, customer engagement has stayed pretty much the same. So has agent participation. But, what would happen if a brokerage broke the mold when it came to their agents, and thus affected their customers, too?

Angela Kates, chief of staff and head of agent experience with, explains that as a modern, tech-forward brokerage, is at the forefront of this real estate revolution, specifically for their agents.

“ supports agents by connecting them directly to premium clients who are ready to buy, providing cutting-edge technology, and offering transaction assistance. This combination really allows agents to do their jobs better,” said Kates.

“A tech-savvy agent can use our arsenal of custom-designed tools and technology to complement their individual strengths in local knowledge, sales, and relationship management. This allows our agents to create a tailored encounter for their customers and make the buying or selling process more efficient,” she said.  

Helping agents succeed is what drives to innovate this industry, said Kates. “We are in the trenches with our agents — helping them establish their businesses and grow. When they win, we win. So we’re constantly looking for new ways to help them flourish,” she explained.

One tool that has developed recently to help their agents succeed is the tour manager technology, available online and via mobile. It allows potential buyers to schedule showings and automatically notify their agent. This makes the process easier, creates more efficient communication, and increases the chance a buyer will be the first to see a home.

Another new feature at is the unique search algorithm, which allows buyers to select preferences — like ‘fenced-in backyard’ or ‘corner lot’ — and see homes ranked according to these criteria. With this kind of personalization, buyers can tell exactly how well each home would fulfill their needs and agents can clearly understand their clients’ preferences.

Randall Sanz, an agent specializing in Miami, encourages his clients to use the preference search tool on the site or app.

“Searching for homes this way makes things so simple for myself and my clients. This kind of search is way ahead of other brokerages. I like that I know exactly what buyers want in a home,” he said.

Another feature created for agents to give them a simple way to recap home tours is the tour report. Sanz says he uses the tour report feature to assuage confusion and make things easier for his clients.

“I enjoy keeping my clients organized and the tour report feature is perfect for that. I can email them immediately with a summary of the home we just visited and include images, notes and a rating based on their feedback,” he said.

Working with a tech-enabled brokerage like, agents have the tools necessary to guide home buyers through the more complicated parts of the process.

When agents blend this available technology with their local market knowledge and a high level of professionalism, it can only lead to quicker sales, better relationships, and a thriving business. In turn, it creates a unique experience on- and offline for consumers. is a technology driven brokerage at the forefront of the real estate revolution. With local real estate expertise, financing and closing services and unique digital experiences, and its affiliates offer a complete real estate solution that strives to anticipate and fulfil the dreams of home buyers and sellers.  For more information or to contact a local real estate agent, visit or follow us on Facebook or LinkedIn.

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