We pride ourselves on providing great customer service, and I just love this letter we got from one of our customers singing praises for Tammy Rutledge, our customer care team manager, as well as the other folks on the care team. We don’t shy away from providing support. We would love your comments so please put yours on this post, good or bad!
Here are our various support tools.
Call: 866-810-3816, option 3 during normal business hours, M-F. We added a callback feature so if one of our folks is busy on the phone, you can keep your place in line and we will call you back, so you can go about your business without having to listen to hold music.
Knowledge Base – Click here. Lots of articles and we are adding more videos, so start here as many questions are probably answered already
Chat – we have both Betty (named after Kris Cone’s grandma, who had a knack for talking to anyone), our Support Bot on most pages on our main website that can answer some of your frequently asked questions, or we have live chat on our Contact page.
If we are not meeting your expectations we would love to hear from you as well. Each tour has a satisfaction survey link or you can always send us an email and if you want it to go to me, Kris Cone, just put that in your comments and someone will direct it my way.
Thank you Carol Dorey and Team for taking the time to write this great letter – in the day of electronic communication, this was actually a really special note!
There was an interesting article published by RETechnology about the importance of floor plans for listings. See the article here. In this article, they reference a Rightmove study out of the UK that indicated 20% of browsers would not even look at a property that did not have a floor plan, and the users ranked floor plans as more important than the listing photos and property info! Wow. Now, floor plans have been more prevalent in Europe, but the National Association of Realtors also does their own study each year of buyers and sellers, and guess what, floor plans were in the top 3 in terms of very helpful info, right behind photos and detailed property info. See the NAR Study here.
As a FloorPlanOnline customer, you probably know this great info and present it as part of your listing presentation. If not, take this as an opportunity to differentiate at the listing appointment to Wow your seller with how you will market their home. After all, a seller was once a buyer, so what you present as to how you will attract buyers to the listing will just solidify your expertise regarding the right marketing strategy for the listing. The seller will see the difference and likely select you!
Our tour platform is the most robust out there, hands down. First we are the only tour company in the US that owns their own 2D/3D floor plan tool. This has great strategic importance for us, not only for tours, but for our HomeDiary platform as well. Our tours are also secure, which means you can not only embed the whole tour into a blog post or a website, like you see below, it helps us automatically convert the unbranded tour pulled from the MLS data feed to the branded tour on sites like Zillow, Trulia, Realtor.com, Redfin and even your company website and your personal one. Just configure your Brandkeepr settings under the profile.
Try this embedded tour – all content works, including on any mobile device. Just start clicking!
Suggested action item for you. Each time you have a listing, write a blog post describing the home, what is special about it or the location, and embed the tour into the page. Then leverage social media channels to post the blog post link and get people coming to your site. This is great content for Facebook, Pinterest, Linkedin, Twitter, Instagram and more.
Each week we feature a home across the country that is either unique or has some amazing content created by the talented folks that work with the FloorPlanOnline platform. To help showcase it all better, we created a Gallery Page. Check it out and explore.
Introducing the new Tour Viewer. While we love our Story format, the Tour viewer can come in handy for many use cases and it is great for those that like one fixed view for their content. It can also be used to embed the tour on your website or blog with our embed code. You can easily select the Tour viewer when you place an order, or if you want it as the default viewer for all of your tours, change it in your profile. Once you select the Tour Viewer, you can select what kind of content you want to show when it loads, including the Dashboard view that also has customizable content modules. Just scroll down to the Tour media selection and pick what kind of content you want to show as your real estate virtual tour loads.
The great thing with the Dashboard view is you can mix and match what content you want to show in this view and arrange it in any of the three content sections. So if you wanted the floor plan or Matterport to show in the larger section, just select it.
And you can have both the Tour and the Story active. Our URLs now support a default view (what you select as the tour frame when you first create a tour), but also separate Story and Tour links. We also support SSL so the tour can be embedded in secure sites and the referring page can be tracked, which is important for reporting and it also enables our patent pending Brandkeepr functionality. See the same listing in the two different views:
You can see the words story or tourin the URL as the differentiator. So if you want the Story to be your default view that gets linked to the MLS, Zillow, Realtor.com, etc, use that at the main tour link and/or set the default to Story, but in the embed code you can still use the tour link option and embed a tour module into your page, which would be better than the Story. Pretty cool! The only difference between branded and unbranded tour is a /b or /u at the end as well.
We will be updating our embeddable content module down the road to add even more flexibility, but until then this option is pretty flexible out of the box.
Take a magical tour of this home featuring all kinds of holiday decorations. The front of the home features a virtual twilight effect that is animated in the video.
“I love the video you guys created for my listing – how did you manage to take my photo by the tree? You also did an amazing job on the virtual twilight of the home as I was flying through the Christmas night sky”