Summary
This article explores how to use CRM systems to boost customer engagement/borrower engagement and retention. It discusses features like personalized campaigns, data-driven insights, and automated communication tools. The post highlights the role of CRMs in creating meaningful borrower experiences and improving operational efficiency. By leveraging CRM systems, lenders can strengthen client relationships and enhance business outcomes.
A fully engaged mortgage customer will be far more likely to recommend you to a friend. They’ll also be more likely to return to you for future services.
The tools found in a customer relationship management (CRM) platform can keep your customers engaged throughout the lending process. Here are five ways to use mortgage CRM systems to boost customer engagement.
1. Provide Fast Answers with Live Chat
Live chat features keep website visitors more engaged than any other communication channel.
An estimated 63% of customers are more likely to return to a website with a live chat option. After all, many visitors come to your site looking for answers. A live chat offers the convenience of a website with the individualized attention of a customer service representative.
A responsive chat feature will engage new visitors and keep them coming back for more.
2. Stay Connected via an Online Portal
An online portal is basically a two-way communication system. Borrowers can use it to track their progress and complete essential forms. Meanwhile, lenders can use it to send messages and keep clients informed about the status of their loans.
The best mortgage CRM systems allow you and your clients to access the portal on their mobile devices. Through a secure app, clients can connect with you and stay engaged through every step of the lending process.
3. Send Automated Updates
An online portal is just one way to stay connected to your clients. Mortgage CRM systems also feature automated email and even text messaging tools. With these tools, clients can receive regular updates about their loan application status.
These updates can also keep the process moving forward. If there’s a problem in the application, you can alert clients quickly to get back on track.
4. Create Unique Explainer Content
They say a picture is worth a thousand words. That’s certainly true for mortgage customers.
Mortgage CRM systems allow you to generate explainer content, such as:
- Infographics
- Blog posts
- Market updates
- Custom videos
This content will explain more about what the lending process can look like. This is a great way to engage new mortgage leads since your explainer content will let them know what to expect as they move through the lending process.
5. Gain Feedback Through Surveys
What’s the best way to measure customer engagement? Just ask them. A mortgage CRM platform allows you to design custom surveys and distribute them throughout the lending process.
Not only will you learn from your customers, but you’ll also gain testimonies and reviews that help you engage new leads. You can publish positive reviews on your website or social media channels.
Keep Your Clients Engaged
A quality CRM can take your lending practice to the next level. The BNTouch platform offers collaboration tools for you and your team, as well as marketing features to help you nurture strong customer relationships.
See these features for yourself. Contact BNTouch today to schedule a demo and discover a whole new way to keep your clients engaged.
Key Takeaways
- Streamline borrower interactions.
CRM tools centralize communication, making it easier to engage with clients.
- Automate tasks for better productivity.
Automation allows you to focus on building relationships rather than manual admin work.
- Use analytics to improve strategies.
Data-driven insights from CRM tools help refine your approach for higher engagement.
Commonly Asked Questions
- How can CRM systems improve borrower engagement?
CRM systems offer tools for personalized communication, timely follow-ups, and tailored support. These features strengthen client relationships.
- What features should a CRM system include for better engagement?
Automation, segmentation, and integration with communication platforms are critical. They help manage and streamline interactions effectively.
- How do CRM systems benefit lenders in the long term?
By fostering strong client relationships, CRM systems improve retention and referral rates. They also increase efficiency in managing leads.
- Why is data centralization important in a CRM?
Centralizing data ensures seamless access to client information, enabling consistent and informed communication. This builds trust and professionalism.
To learn more or schedule a demo, contact BNTouch today.
