• Bonnie Upright, APR

What is Agent Advocate?

On Wednesday, February 27, Coldwell Banker Vanguard Realty will begin using Agent Advocate to field inquiries from all agents utilizing Concierge Services.

What is Agent Advocate? Why is this happening?

Agent Advocate provides an efficient, trackable process for CBV agents to resolve Concierge Services issues through a single point of contact. Quite literally, it’s a Concierge within Concierge Services.

At the click of a button, your inquiry is submitted, received into our system, assigned a tracking number and on its way to resolution. No more multiple phone calls or emails trying to determine who best can help you. It’s as simple as clicking a button and submitting your question.

The company we have contracted with to develop our system, Zendesk, is a worldwide leader in customer service. Its proprietary software is being used by hundreds of well-known brands around the globe, and we’re proud to have the Coldwell Banker Vanguard name alongside names such as AirBnB, Uber, Mailchimp, Peloton and countless more.

In addition to the one-button Agent Advocate system, we are using specialized Zendesk software to create an online Guide Center, which will be populated with CBV-specific how-to’s and policy information. From frequently asked questions to standard protocols and procedures, think of the Guide as your personal Sherpa, with information at your fingertips, 365 days a year, 24 hours a day, seven days a week. And the best part? The more questions you ask, the more content we generate!

As we grow and invest in technology and resources to support your success every day, Agent Advocate will simplify and improve how we process your inquiries. We strive to provide our agents with the most efficient, innovative, professional services in the market, and commit to ensuring you have the tools and information you need to better serve your customers and future customers.

What does this mean for me?

Beginning on Thursday, February 27, Concierge Services will be using Agent Advocate to manage any issues you may have with your Concierge Services orders and products. Please note – at this time, Agent Advocate is not to be used for ordering products or campaigns. It is only to be used AFTER an order has been placed, and an issue arises.

So what should you do if you have a question about an order? Simple! Locate the red Agent Advocate button in Connect U and submit your inquiry. Your request is on its way and you will receive an email confirmation with a specific tracking number assigned especially to you. The “ticket” will then be assigned to a specific member of Concierge Services to assist in resolving the issue.

Now here’s where things get a little interesting – and by interesting, we mean, different. Concierge Services staff will no longer respond to agent phone calls or emails about pending orders or to answer any specific questions you have. You can imagine how much time is spent each day fielding questions, sending information and resending information. With Agent Advocate, we will be smarter, faster and efficient.

Instead of myriad phone calls and emails to various Concierge Services team members, the Agent Advocate system will process each submitted request, allocate resources, assign a deadline and monitor the timeliness of responses. By creating – and following – a process, we will provide better service across all channels.

We know this is going to feel a bit awkward as we make the transition, but we firmly believe in the technology, in our ability to surpass your expectations and in making Agent Advocate the most innovative and useful tool CBV has introduced in years.
And to help make the transition as painless as possible, if you happen to forget about using Agent Advocate, we’ll gently remind you via email that your query should be submitted online, and we’ll actually enter it into the system for you. But beginning April 1 (no foolin’!) – all queries absolutely, unconditionally, without question, no matter how loud you stomp your feet, must be submitted via Agent Advocate.

I still don’t quite get it. Who should I talk to if I want to learn more?

Your DMD has received specialized Agent Advocate training and will be happy to answer any questions you may have about this new technology and why it’s going to be such an important part of your success. But be prepared – if you’re asking a specific question about a specific issue or order, your DMD will refer you to the Agent Advocate button in Connect U so you can ask your question and receive a timely, accurate response directly in your inbox.

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