For the reps at RE/MAX, this has meant better support from management and clearer guidelines for delivering exceptional service. “Our reps have concrete data on how their calls are perceived, which allows them to refine their approach continually,” Josh adds. This focus on data-driven improvement has reshaped the way RE/MAX approaches customer interactions, with a clear emphasis on empathy and effectiveness.

Leveraging Ai Insights for a better customer experience

By harnessing the power of Ai Insights and contact center analytics, RE/MAX has reshaped the way it interacts with customers, driving a more personalized and effective customer experience. Josh emphasizes the transformative role Dialpad Support has had on RE/MAX’s operations: “With Ai Insights, we’re not just addressing customer queries anymore—we’re able to anticipate their needs and preferences as well.”

Ai Insights offers a deeper understanding of customer interactions by analyzing trends and patterns in conversations. This advanced analysis has allowed RE/MAX to tailor its responses and services, ensuring that each customer feels heard and valued. “It's about being able to go beyond the transactional nature of our business and really connecting with our customers on a personal level,” Josh explains.

Moreover, contact center analytics has played a crucial role in optimizing the efficiency and effectiveness of RE/MAX's customer service operations. By analyzing call volumes, response times, and customer feedback, RE/MAX is able to constantly refine its approach. “These analytics serve as a compass, guiding us towards areas where we can improve and excel,” Josh adds.

The team at RE/MAX is also using Dialpad’s heat mapping tool to optimize scheduling to better meet higher call volumes. “With Dialpad's advanced analytics tools, including heat mapping, RE/MAX has been able to optimize staffing and adjust to peak call times more effectively,” Josh explains.

The combination of Ai Insights and contact center analytics have proven to be critical for RE/MAX’s success. They enable the team to not just meet but exceed customer expectations, and foster a culture of continuous improvement and customer-centricity. As Josh puts it, “It's about being able to leverage every piece of data to enhance our customer's journey with us, and make every interaction count.”

A perfect fit for Salesforce

Logging Ai transcripts into Salesforce has been one of the critical features that RE/MAX now uses to streamline their workflows. “The transcription feature is great, and we can have our Dialpad instance open alongside Salesforce without any issues. It's become an essential tool for us,” explains Josh.

Dialpad’s Salesforce integration allows users to see caller information as soon as their phones ring, make calls from within Salesforce, and automatically log each call (all on a single pane of glass):

“We needed a platform that was strong and had a tight integration with Salesforce, so that we wouldn’t have a staff person going into two applications,” Jeanna explains. “Our Support team wanted to be able to view their ‘omni-stats’—telephony, email, and chat—in one pane of glass under one location within Salesforce, without having to go to multiple applications to get that data. Out of all the vendors we looked at, Dialpad had the strongest integration, allowing us to get that right out of the gate.”

Josh adds that he plans to get their sales team to use the Dialpad-Salesforce integration next: “Beyond my support organization, I want to extend the same Dialpad capabilities to our account management team, who primarily use Salesforce. That way, we can benefit from having transcriptions directly in the case.”

“There’s a tremendous amount of ROI in a partner like Dialpad.”

Now that RE/MAX is already seeing significant success with Dialpad, they are looking forward to even more success in other areas of the business. “We’re already benefiting in support, and I’m eager to see how we can leverage these features for our sales organization.” Josh elaborates. “I want sales plugged into this. I think it's incredible. The Ai Playbooks are remarkable.”

Josh reflects on the future of RE/MAX’s Ai journey, noting the multiple ways in which Dialpad will be able to enhance its operations.

Josh points out that RE/MAX's adoption of Dialpad will continue to lead to more streamlined operations, and enable them to serve their customers more effectively and efficiently. “The AI features like transcription, sentiment analysis, and real-time assistance have drastically reduced time spent on calls and improved the quality of our customer interactions.”

His advice to other organizations considering integrating Ai into their systems? Josh emphasizes the importance of a strategic approach and starting from the top. “The importance is finding little victories and selling the value of AI across the organization by using the power of storytelling. Start with the executives and get them on board with adopting AI,” says Josh. “Once you gain momentum, AI can really move the needle and make significant changes within the organization.”

In RE/MAX’s case, Dialpad has helped them get leaner and more intentional with their service providers. “AI can be challenging to navigate in the workplace,” Josh admits. “But with an invaluable partner like Dialpad, you can create a business case for your executive team so they can understand the value of AI as well.”

As RE/MAX looks to the future, Josh is confident that their partnership with Dialpad will continue to yield positive results. “The ROI we've seen with Dialpad Ai is just the beginning. We're excited about what lies ahead and how these tools will continue to evolve and help us achieve our goals.”

Looking ahead: Ai CSAT to enhance customer satisfaction

As RE/MAX continues to optimize its customer service strategy, Josh is looking forward to fully implementing Dialpad's Ai CSAT in the near future. Ai CSAT provides complete visibility into the voices of your customers by being able to analyze 100% of your calls—no more hoping and waiting on surveys with low response rates.

This tool provides immediate feedback on the quality of each interaction, enabling managers to address any concerns promptly and effectively.

“With Ai CSAT, we will be able to pinpoint exactly where our reps need more training,” Josh shares. “This way, we can maintain the highest standards of customer service across our organization.”

Josh expects Ai CSAT to further strengthen their ability to proactively improve service, setting a new benchmark for customer engagement by providing real-time insights into customer satisfaction.