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Process: Virtual OSC Appointments

Consumers have the option of selecting a virtual appointment when submitting an inquiry through the Summit website or Zillow.

Overview
Consumers have the option of selecting a virtual appointment when submitting an inquiry through the Summit website or Zillow. As Community Managers, it’s the expectation that we meet consumers where they are and provide a great customer experience, whether in person, on the phone or through a virtual showing.


What’s a virtual appointment?

A virtual appointment could be a FaceTime call, Zoom call or Facebook Messenger call. The appointment should include a video, allowing the Community Manager and consumer to see each other to help ensure strong communication and personalized experience.


Tech Requirements

We recommend that the Community Manager create a free Zoom account for all virtual appointments to provide the best customer experience. However, it’s good to have backup options should Zoom not be an option.

    • Community Manager can set up a free Zoom account and use those call-in details.
    • Community Manager could confirm iPhone capability and use FaceTime.
    • Community Manager could confirm Facebook Messenger compatibility and use.

The Process

Most Virtual Appointments will be arranged through our OSC, the same way they set up in-person appointments for each Community Manager.

OSC Steps:

  1. Lead submission comes into the OSC.
  2. The OSC vets the lead and captures as much information as possible.
  3. The OSC will determine the best community and then use the meeting tool through Hubspot to book the appointment with the appropriate Community Manager.
  4. The confirmation email sent by the OSC will specify the appointment type is virtual.

Community Manager Steps:

  1. Once confirmation is received, the Community Manager will reply with the method of the virtual call and instructions for logging on.
  2. The Community Manager will prepare for the appointment like other appointments: review Hubspot notes, prepare for questions they might have, have pricing/KOVA loaded and ready, and prepare the design package to show on camera.
  3. Login to the call a few minutes early to test the video, sound and background/lighting.
  4. Host the call as if it was an in-person appointment.
  5. Following the end of the call, the Community Manager will:
    • Add notes to Hubspot
    • Provide an update to the OSC
    • Send follow up/thank you email to the consumer
    • Setup follow-up steps to ensure the consumer converts to a contract

Questions? Please reach out to one of our OSCs for help!