Results Part II: Trusting online conversation
When Viewber set out to establish shifting attitudes to staying in touch, we weren’t ready for such an extensive and detailed set of results. In this second blog detailing communication survey results, we discover that 2022 heralds a new era of trust and consumers comfortable with online exchanges and social media communication.
“The results blow away any notion that digital communication is somehow less worthy or unprofessional,” says Viewber’s co-founder, Ed Mead. “The primary desire is for prompt replies, reliable connections and open channels of communication, whether that’s on WhatsApp, Instagram or a live messenger service.”
Go social for speed, especially WhatsApp
“A lot more is done over social media and email because it’s more convenient and easily accessible, with quicker replies.”
When asked if buying, selling, renting or investing in property was too serious a matter to discuss over social media or on WhatsApp, the overwhelming sentiment was no. The answer ‘agents and solicitors can contact me any way they like – it’s quicker and easier for me’ was the most common answer (52.3%), while 18.2% thought that contact via WhatsApp was acceptable but not via other forms of social media. Less than one in three preferred to speak with someone personally or receive a posted letter – very telling, especially when communicating about a sale or let.
No impact on professional standards
“WhatsApp, if done correctly and professionally, is hugely beneficial for those agents who adopt it.”
Such a high consumption of digital content has influenced how we perceive communication from agents. Far from appearing less professional, an overwhelming 72.7% of survey participants said that communication by WhatsApp, social media and instant messaging would have no impact on the agent’s professional standing at all. In fact, 4.5% said more modern forms of communication would make an agent appear more professional.
But we still love real people
“Covid has changed how I view meetings.”
When asked, 50% of participants said they’d only use a chat facility to discuss a property transaction if it was a real person answering and not a ‘chatbot’. Video calls have also moved up the agenda and could feasibly replace ‘phone calls when our survey results are considered.
When asked how they felt about agents requesting a Zoom, Teams or Skype video call, 50% would find it a positive request, agreeing that it’s the way all meetings are now conducted. An additional 40.9% were neutral on the matter and happy to participate in a video call, if required.
The pandemic’s lasting legacy
“The pandemic meant digital solutions were thrust into the limelight. They were the future and now are the present.”
If anyone doubted how repeated lockdowns have affected attitudes to communication with property professionals, our question on preferences comprehensively clears up the matter. The majority of participants (84.1%) said they were much more open to digital forms of communication since the pandemic, with only 15.9% wanting to return to face-to-face or ‘phone only conversations.
Digital first in the search process
“We are far more open to digital communications and virtual tours can save a lot of wasted time”
Our new love for 360-degree, virtual and live property video tours is definitely a positive to come out of the pandemic. The majority (95.3% of respondents) said they would find a live video tour useful if they lived far away from a property they wanted to buy or rent.
On the matter of actually offering on a property after exclusively seeing live video tours and static photos, there was a disparity between those looking to rent and those looking to buy. Only 18.2% of those looking to purchase would buy having only seen a live video tour and photos, while 25% of renters would make an offer having not seen the property in person.
Online assets for every property platform
While Viewber is property’s first choice as an overflow accompanied viewings service, our digital marketing solutions are just as popular. Contact us to book a live video tour from any UK property, or request we produce a full digital marketing pack on your behalf, comprising pro-photos, a 360-degree tour, a virtual viewing and a floor plan.
