Technology
Mar 26

Careful and Compassionate Communication - Structurely's Script Updates for Covid-19

Nate Joens

Nate Joens

Co-founder, head of innovation

There is quite a bit of uncertainty in the market due to the COVID-19 pandemic and we know it impacts each and every one of our customers.

The interactions you have with your customers just became even more important due to the uncertainty and stress many are feeling.

We certainly want to do our part to ensure those interactions are even more meaningful and relevant.

As a result, we've adjusted all of our scripts to reflect the current situation we're all in, with the following in mind:

  • Empathy for the situation. We acknowledge the craziness COVID-19 is creating front and center
  • Focus on offering virtual tours and virtual property assessments
  • Questioning what people think they'll be doing after this is all over (give them some hope to think about the future)
  • Script and drip updates
  • Old and new lead script updates
  • Hatch ISA script user updates

We want to make sure no matter if it's an existing lead-in Structurely, or a new one, no matter where they are, they'll receive a timely relevant message to the current situation.

Below are a few examples of the many scripts and drip messages we updated:

Buyer forced registration

Hi there! This is Aisa with Best Brokerage. I saw you were looking at properties online and I'm here to help you through that process! I know there is a lot going on in the world right now, but we appreciate you searching for homes online with us. Are you looking out of curiosity or are you considering a move once things calm down?

Buyer property inquiry

Hi there, my name is Aisa! We received your message about 111 awesome ave and I just wanted to follow up. I know there is a lot going on in the world right now, but we appreciate you searching for homes online with us. I would be glad to get something on my associate's calendar for you to see this home! Would you like to schedule a showing or virtual tour? What time would work well for you?

Seller

Hi there! Thank you for your request about info on your home. We would be happy to help you through the selling process ?. I know there is a lot going on in the world right now, but we appreciate you reaching out about your home. It's always best to see your home in order to determine more accurate property value. Is there a good date and time for us to quickly stop by for an assessment or do a virtual tour assessment?

All in all, we updated nearly 500 scripts for both new and old leads in response to the challenging times.

Nearly everyone is impacted by Covid-19, and it's our job here to position your business in the best possible light during these times. You trust us to write the best scripts to communicate to your leads, and we're responsible for talking to millions of people directly impacted by this changing world.  

We will continue to update our product with the best possible scripts, now and in the future. We're looking forward to the day soon enough where we can adjust the scripts once more to reflect putting this entire pandemic behind us and look forward to a hopeful future!

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