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sean - i'm with you... i have 6 kids 18 months to 13, a traveling husband, a brokerage of about 30, and a few interests outside of the Real Estate Space. I don't sell, if i can help it - but i convert and distribute - and i manage everything. Somedays better than others.... but its crucial to have the right folks in those positions... if i can't convert it - my top producer will jump on the phone, convert, and we'll get a team member to work it. I'm scared of virtual people, but i think i'm going there this year. Quick response is key for these folks - and i will say it again - we have tremendous luck with Zillow & Trulia leads - (paid or otherwise) - they are serious and they are qualified. They are converting... and turning into real dollars more often than my lead gen website.
Boomtown. Works well, generates a ton of leads, simple back end and automated follow up system. Plus the best customer service in the business. As for chat we use Zopim and love it. They just launched there iphone app that lets you talk to people on your site via your phone anywhere in the world!