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Yep, tech support is one of the most irritating issues that agents deal with when using real estate contact management software. I mean I have been teaching real estate agents how to use the technology we have today for a long time. So long you can date it back to the DOS days and when the only type of mobile phone available was either a “car phone” or the bulky ones you would see on tv shows like Magnum P.I. While I’m giving away my age here, I was blessed with the opportunity to work with the company who introduced laptops to real estate companies around the nation. Keep in mind though, back then they weighed a good 10lbs and were kind of awkward to carry. It’s funny but their hard drives were smaller than an iPod Nano uses today. The point is that everything changes, especially when it comes to Real Estate Contact Management software.

However, it’s the tech support that seems to have withstood the tests of time and the individuals there aren’t any better. Did you know that everytime you have a problem with your Real Estate CRM program the technical support people usually have no idea how to resolve your issues? I have two slides in my PowerPoint presentation that talks about all the irritating things technical support people say and ask. The titles are: “Do you have a brick or a sledgehammer handy?” and “Please hold for Mr. Gate’s attorney.” I have several others, but we’ll save those for the live seminars in your area.

The problem with tech support when dealing with Real Estate CRM is that most of the people there don’t even use the software. They are almost like a smoke screen instead of any concrete help. My guess is none of them as ever sold real estate either. So basically if you have a question about Real Estate Contact Management software, the help you retain from the conversation is going to be minimal. Their main goal is to help you with those “error” messages. It’s just one of the many issues that consumers complain about regarding technical support for programs like Top Producer and AgentOffice. Can you imagine trying to do a mail merge in your word processoor for your contacts and everytime you click the print button one letter pops up and the printer stops? Once you are irritated beyond belief you finally call tech support for the answer. The only problem is you have to hold for long periods of time (which has steam coming out your ears) and when you finally talk with you they have a series of questions. Unfortunately they only make matters worse by asking if other programs similar to the one you have find issues as well. Uh, hello? Why would we have more than one? Probably the funniest part is going through all the same stuff you tried already and wasting another hour to 2 hours time. So what is their final answer; “Well, there doesn’t appear to be anything wrong with your software.” Thank freaking goodness, now can you fix the bleeping problem already! One time I had a person tell me technical support said; “Maybe you shouldn’t try to use it to do mail merges.” Really?

What it comes down to is you have an educational issue as opposed to a technical one. A great example of this is when you try to print out your Real Estate Contact Management list and it was prepared in a form letter as opposed to something else. Usually it’s the smallest issues that end up creating the big problems. Taking for instance when you tell the Real Estate CRM software to print “to the contact” not “to the group.” Unfortunately most of the tech support people don’t even know this is a problem when you prepare a mail merge. They will however make you feel like an idiot and that everything is your fault.

Then of course you can’t forget about the cost attached to inferior technical support. Top Producer says their tech support is free, but you actually pay $39 a month for the program. AgentOffice gives you a month free when you purchase their software, but if something goes wrong you have to pay $295 for a year long support contract. Heck, this is the same price as purchasing the program!

What it comes down to is if you get trained properly, none of these issues arise. The only problems you should come across will be software issues and not “educational” ones. I like to call it the equivalent to a good health strategy. How does that old saying go; “An ounce of prevention is worth a pound of cure?” So get trained so you don’t have technical support people saying you need duct tape, batteries, a safety pin and a black sharpie to fix your problems with your Real Estate Contact Management software.

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