The Smartphone Effect: How the “Always-Connected” Real Estate Agent Is Revolutionizing the Customer Experience

However, a 2024 OpinionWay study highlights a striking contradiction: 73% of French people have a negative view of a professional who regularly consults their mobile phone in their presence.

And yet, these same clients expect near-instant responses to their messages and become impatient if information is slow to arrive. This modern paradox is revealing: we criticize professionals for being hyperconnected... while demanding that they be so in order to meet our expectations. What if the real estate agent "addicted to their smartphone" was actually the one offering us the best service? The hyperconnected nature of real estate agents, far from weakening customer relations, is revolutionizing it.

Perception vs. Reality

New modes of consumption

Technology is often perceived as antagonistic to human interaction. However, this opposition is largely artificial. Generations are at odds: baby boomers often view a professional who checks their mobile as distracted or impolite, while digital natives consider constant information consultation a sign of responsiveness and competence. The lack of understanding is therefore less a problem of etiquette than a gap between expectations and digital habits.

The real change lies not in the technology itself, but in how we consume information. Today's customers no longer passively wait for agents to provide them with information; they actively seek it out via classifieds sites, mobile apps, and social media. And they expect agents, who are also connected, to master these tools to guide their decisions effectively.

The reality of modern real estate

The real estate market, particularly in the Île-de-France region, has become extremely tense: a property attracts an average of seven candidates. Responsiveness is no longer a luxury: a decision that took a week ten years ago must now be made in 24 hours. The modern real estate agent therefore navigates a context where every moment counts.

In this context, information is no longer a power held solely by the agent: it is omnipresent, previously consulted by customers via websites, applications, and social networks. The successful agent is not one who ignores digital technology, but one who uses it to orchestrate and optimize the customer experience, remaining available and relevant at every stage.

Hyperconnection at the service of the customer

Far from being a mere gadget, smartphones and digital tools have become the real estate agent's primary tools for delivering quality service. Notifications, instant messaging, and mobile apps allow you to track every step of the customer journey: from initial contact to final signing. The ability to respond quickly, provide accurate information, and anticipate customer needs translates directly into increased satisfaction.

Internal studies show that the most connected agents are also those who get the best customer feedback. Hyperconnection is no longer synonymous with distraction: it's a strategic tool that improves the fluidity of transactions and strengthens trust. Every message answered on time, every piece of information sent at the right time, every detail tracked in real time contributes to a safer, faster, and more enjoyable customer experience. For example, what could be more satisfying for a potential buyer than being offered other properties directly after a visit, or seeing the potential of a property after renovation live during the visit? Even having the ability to record a purchase offer if they fall in love with it? Whether for the buyer, the seller, or even the real estate professional, being able to access essential information in real time, on the ground, from their smartphone is a major asset.

In reality, the smartphone isn't the enemy of human connection: it's its driving force. Clients who complain about their agent's phone are often the first to benefit from a more personalized and efficient experience. In a market where every second can make a difference, hyperconnectivity doesn't just make the agent's job easier; it profoundly transforms the way clients experience their real estate journey.

Tribune by Clémence Grille, Product Director at Orisha Real Estate (LinkedIn).