Meet Clients Where They Are: How Qualia Texting Elevates Client Communication for Title & Escrow

In a process as complex as a real estate closing, keeping everyone in the loop can be a challenge. Still, deft communication and collaboration can be a competitive advantage for title & escrow companies. “By making communication a strength, you can make it your most profitable and most marketable asset,” says Angie Lawless, Owner and Attorney at Wagon Wheel Title. 

With that in mind, Qualia is helping title & escrow companies strengthen their communication capabilities with the launch of Qualia Texting, a fully integrated SMS communication feature. A key new capability in the reimagined Qualia Connect, Qualia Texting enables you to meet elevated client expectations for mobile-first experiences and instant access to information. Early adopters are buzzing.

“With the launch of Qualia Texting, we’re going to be able to directly communicate with anyone on an order,” said Tim Jamison, Chief Operating Officer at BesTitle Agency, Inc. “Getting messages to them quickly via SMS will be game changing. It’s going to make our lives so much easier.”

The power of SMS from a centralized platform

People send an estimated 23 billion text messages a day worldwide. Title & escrow professionals contribute to the tally, regularly interacting with clients via text. It’s a smart tactic, considering that text messages have an open rate of approximately 98% and responses to texts typically come faster than email.

Nonetheless, having that communication occur outside the workflow platform title & escrow companies use to manage their transactions creates hurdles. It can be difficult to keep track of the messages, slows team members down, makes it harder to review/audit communications, and creates headaches for professionals who don’t want to use their personal mobile phone for work. 

Qualia Texting solves this by enabling customers to send text messages to their clients from directly within Qualia. This empowers your company to provide clients with the immediate communication they expect, while streamlining operations as team members no longer have to leave Qualia to send and receive texts.

Qualia Texting is included at no additional charge with Qualia Connect. It’s another way that the new Qualia Connect represents a move away from a purely transactional process to one that is highly personalized, relationship-focused, and client-centric. “Offering a variety of methods to safely communicate and share information lets you meet clients where they are and establish a new level of trust, turning transaction parties into loyal advocates for your business,” said Andrew Horvatits, Director of Product Management at Qualia.

Customers see big benefits to Qualia Texting 

Qualia customers are excited to share how they plan to use Qualia Texting as a powerful differentiator in their customer contact strategy. 

Associates Title, a title & escrow agency that operates across 22 states, has already found success using Qualia Connect to provide personalized communication without increasing manual effort for their employees. Qualia Texting will build on that high-quality, efficient outreach, said Anne Schouppe, Marketing at Associates Title.

For example, Associates Title plans to use SMS notifications instead of email for specific order-related messages. “Instead of bombarding clients with emails, sending non-confidential communication can be a simple text. It’s not ‘open an email, read an email, delete an email, file it away.’ The client receives a simple notification that pops up,” Schouppe said.

Fortis Title & Escrow, headquartered in Virginia Beach, VA, is also enthusiastic about Qualia Texting. Olivia Lee, Fortis’ Vice President of Operations, said that the texting capability will spur efficiency and improve client engagement. As part of its communications strategy, Fortis will be using Qualia Texting instead of email to send messages that don’t contain confidential information. 

“I’m excited that text message history will be available within Qualia Core and associated with an order, instead of on my personal cell phone,” Lee said. “Qualia Texting will eliminate a lot of manual work screenshotting and uploading information from personal cell phones into the platform.”

Conclusion

Qualia Texting is a decisive win for title & escrow companies ready to excel. Sending SMS messages directly from the Qualia platform means it’s even easier to connect with clients on the channel they prefer and respond to most swiftly. 

This powerful new feature complements other recent innovations in Connect. Those include Magic Links, which give clients instant, secure access to documents and requests without needing a username or password, and Branding, which empowers title & escrow companies to customize Connect with their logo and brand color. It’s all part of the foundation of a comprehensive, secure communication platform designed for the modern closing.

“Connect empowers title & escrow professionals to automate manual tasks, reduce friction, and focus on what matters most: delivering a best-in-class service and building client relationships,” said Charlotte Brown, Vice President of Product & Design at Qualia.

Ready to transform your client experience and streamline your operations? Speak to an expert to learn more about how the new, branded, multi-channel Qualia Connect platform can benefit your business.