Empowering Tech-Savvy Agents Through Product Support

Josh Gilmore, RE/MAX Director of Product Support

RE/MAX Product Support is about to be easier, quicker and more responsive than ever.

Starting May 31, the Product Support team (formerly known as eCare) will switch to a new customer service platform powered by Salesforce. The new platform offers best-in-class technology to increase efficiencies and expand the ways RE/MAX Affiliates can submit support requests. It’s all about getting Affiliates help with RE/MAX technology products with a focus on responsiveness, accuracy and effectiveness.

Increasing efficiencies by adding support channels

In addition to the traditional phone and email methods of contacting Product Support, the new Salesforce platform also offers web, text and chat support. This means Product Support team members can work on multiple requests at once (for example, answering a quick chat request while taking a phone call).

“If an agent has an open house in 10 minutes and they need immediate support, they’re now able to send a text or chat to get up and running quickly,” says Josh Gilmore, RE/MAX Director of Product Support. “We know that time is extremely valuable to our customers, and we’re aimed at delivering much faster solutions to get our agents and brokers back to doing what they do best.”

The hub of it all is the new Product Support web portal. This is where agents can open a chat, consult the Knowledge Base for articles relating to their issue, and view their current and previous tickets. They also can provide feedback on their service experience.

To access the web portal, Affiliates simply log in to MAX/Center and select the “Support Services” tile. All options – from searching for help on a topic, opening a new ticket or viewing past tickets are right there on the home page. Chat support will be one click away.

To submit a request via text, send a text to the Support Services phone number: 1.888.398.7171. Text support functionality will roll out in June.

Delivering a better customer service experience

The decision to switch to the new platform came after Product Support team members evaluated what they knew to be pain points – like slow response times – in the current RE/MAX process. Knowing that Affiliates need to be as competitive as possible, the team sought a solution that delivers the RE/MAX network an enhanced experience and better assistance.

“As we move to Salesforce, we’re also moving to a new way of doing things in Product Support,” Gilmore says. “Coupling the great features that come with our new tool with a renewed focus on delivering exceptional service to our brokers and agents will create a great experience for agents.”

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