tech support

It’s real estate tech’s best sleeper story of super success. Tech Helpline, created and owned by Florida Realtors, is the real estate industry’s number one tech support service. By a county mile. I will bet you can’t even name who is ranked number two. Or three, or four, or any of their direct competitors for that matter. I can’t, and I am a consultant for them. Where else in real estate tech or proptech can you make that claim?  Where does a real estate related tech firm dominates a category so profoundly? Tech Helpline is currently available to nearly half the Realtors in North America – more than 600,000 in the U.S. and Canada. You can meet some of its staff in person at NAR Midyear, Booth 818. But take a look at the maps below to get a perspective on its massive physical reach.   So why has this story not been told more broadly? Is the story not sexy enough? Tech Helpline has flown mostly under the radar perhaps because the media sees it as too boring. They keep doing the same thing again and again. The same way. While they are doing it better, it’s not because they are improving their technology as much as they are increasing the skills of their people. How do you write about that? It’s easy to write about a tech product that adds an Artificial Intelligence feature as a cutting-edge improvement. That’s sexy. But how do you make the fact that Tech Helpline’s team, including its staff of professional tech analysts, with almost 300 years of combined IT experience, helps agents fix printers that won’t print contracts, smartphones that won’t text clients, and laptops that crashed and won’t start up? That’s pretty boring, right? Counter-argument: Tech Helpline is super-model sexy if you think of it from an agent’s or broker’s point-of-view. A shiny object doesn’t make their car payment or pay down their mortgage. Tech Helpline saves their bacon. Keeps them producing, gets them back to doing what they do best: making sales, closing transactions. Tech Helpline is a godsend for so many agents who are about to close a contract or run to a closing, but a piece of their tech fails. If agents didn’t have Tech Helpline to reach out to and save the day, they would be stuck and so would some of their transactions. Customer service ratings […]

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