Linx is the AI phone system for estate agents that answers calls, posts a full transcript and summary to your CRM, and feeds back valuable insight into your business. That’s the broad overview, but how does it work in detail? Here’s the step by step view from the dashboard.
What happens before the phone even rings?
Linx receives the caller ID and checks it against the client database. If the number matches an existing customer, Linx pulls their name, details, case and payment history from the CRM. It then displays everything the agent taking the call needs on a smart caller pop-up. As a result, the agent can greet the caller personally with all their details on hand. It’s a great first impression that customers appreciate.
If it’s a new customer, fresh data will be saved at the end of the call, ready to populate a new record.
What happens during the call?
With Linx, there’s no need to spend 30-45 seconds recapping key details just to start the call. The agent can welcome the caller back and pick up from the most recent point in the conversation, maintaining momentum in the customer relationship.
The agent answers the call
Consider the difference between these two greetings:
“Red Brick Estate Agents. Tim speaking. How can I help?”
And
“Good morning, Mr. Wilson. You’re speaking to Tim. I see you’re interested in 10 King Road. How can I help?”
By enabling option 2, Linx provides the customer-centric opening that sets your agency apart.
The caller explains what they need
With a conventional system, the agent finds themselves trying to maintain a professional conversation at the same time as noting down the key details. This makes it all too easy for errors to creep in or misunderstandings to occur. There is no guarantee that either party will spot the gaps before the call ends, which is a reminder of George Bernard Shaw’s observation that:
“The single biggest problem in communication is the illusion that it has taken place.”
Linx’s AI phone system takes care of the notes automatically, recording, transcribing and summarising the call content. It then posts everything to the CRM.
At a glance, anyone on the team can see:
- What was the purpose of the call? It could be an inquiry, callback, payment or complaint, for example.
- What are the next steps to take?
- Who are these next steps assigned to?
- What is the deadline?
If the AI Receptionist answers
From the perspective of the caller, there is no discernible difference if the call is taken by the AI receptionist. This would be most common during busy periods, to capture overflows, or during out of office hours.
Linx AI receptionist answers calls 24/7 and can complete the same actions as a human agent:
- Booking appointments
- Taking payments
- Answering basic queries
- Confirming details
However, administrators can set up automatic policies to escalate certain types of calls to a human. This would be most appropriate for emergencies or complaints, for example.
What does Linx do after the call ends?
At this point, the estate agent would normally experience a sinking feeling as they braced themselves to manually add all notes to the CRM. With Linx AI phone system, however, it’s already done.
Linx posts these to the system in seconds
Call recording, transcript, and summary.
Anybody on the team can refer to these later in case of disputes or misunderstandings.
Sentiment analysis
An innovative bonus feature that evaluates the conversation for caller and agent sentiment. Managers can review these to gauge the general customer satisfaction trends over time.
Conversation analysis
A feature for enhancing the call performance of your agents, teams or branches, conversation analysis evaluates the different phases of a call. If the number of appointments booked is on a downward trend, for example, it may be that closings need attention. Alternatively, it’s easy for managers to check if each agent is using the desired greeting, and following the correct steps outlined during training.
How does Linx handle missed calls?
Chasing clients and following up on missed calls represent some of the most time-consuming tasks on the agent’s task list. Linx AI phone system streamlines the process and prevents calls slipping through the net.
- Missed calls are tagged and matched against caller ID if it’s a returning customer
- Linx assigns follow-up steps with a separate workflow
- Once complete, customer files are updated and next steps allocated as normal
How Linx connects to your existing CRM
Linx bridges the gap between an agency’s phone system and CRM, the nexus where incomplete processes lead to lost revenue.
The integration is seamless. Linx posts data automatically to the CRM, or displays it with one-click access if an agent wants to consult a customer file. That’s a time-saver when records might be stored across multiple platforms.
See the platforms that Linx integrates with
https://www.golinx.co.uk/integrations
Linx FAQs
Does Linx AI phone receptionist sound robotic?
No. Linx uses custom prompts and leverages a business-specific word bank to speak the language of your business in a natural human tone and cadence.
Does Linx replace my team, or support them?
No. By eliminating missed calls, flagging callbacks, and updating notes automatically, Linx gives time back to your busy team.
How fast does Linx respond to a call?
Linx replies instantly to any incoming call so your customer is not kept waiting or stuck in a queue.
Does Linx integrate with my CMS?
Linx already offers seamless integration with a number of leading CMS platforms, including Alto, Street, Reapit, Apex27, Loop and Greenhouse.
Ready to see Linx in action?
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