Navigating Tech Hurdles in Kiwi Real Estate

Denese Konowe

Alright, welcome back everyone to another episode of Kiwi Real Estate, Inside Out. I'm Denese Konowe, and I'm joined – as always – by Dr. Lee. Lee, you ready for a bit of tech therapy today, or should I be Googling troubleshooting tips on the sly?

Dr Lee Konowe

Well, Denese, given my lifelong record of wrestling with anything more complicated than a toaster, maybe don't count on me for a workaround! But look, this topic’s close to our hearts, isn’t it? The number of times what seems like a simple online form throws a spanner in the works – I swear, it’s almost a rite of passage for Kiwi agents now.

Denese Konowe

Oh, absolutely. I mean, we’ve all heard the horror stories, right? Like, just last month a friend at another agency told me their sale fell through hours before settlement – why? Because the buyer’s digital signature app crashed. Wouldn’t authenticate. And of course, everyone’s on a deadline, sweaty-palmed and stuck waiting on IT support in some mystery time zone...

Dr Lee Konowe

That’s classic. I think every agent in the country’s had at least one deal held up by a dodgy digital form or a login portal meltdown. Sometimes I feel like we’re not selling houses, just fighting browsers and helping folks reset their passwords fifty times a week.

Denese Konowe

And it’s not just login misfires either. The reliance on digital-only signatures or those cloud-based document platforms – they’re amazing when they work, honestly, but let’s face it, when they tank, no one knows what to do first. Do you try to reboot the whole system, call IT, text the other agent, or... I don’t know, offer a prayer to the real estate gods?

Dr Lee Konowe

And it always happens at the worst time, too. Murphy’s Law. Remember back in the day – I’m dating myself, but – offers were four pages and faxed, blurry as anything, but they arrived. Eventually. Now, if your e-signature provider sneezes, suddenly a buyer could miss out on the very property they want because no one can access the contract.

Denese Konowe

Okay, let’s talk about that. A while back, I had a young first-home buyer, eager as anything – everything lined up, we’re using this new e-sign system, and then right as she's about to sign, the whole thing just...vanishes. Outage, error message, phone support says, “We’re experiencing higher than usual call volumes,” you know the drill. We’re staring at each other, feeling helpless. That ten-minute window stretched into an hour, almost lost the deal. Honestly, it’s not always about who makes the best offer – sometimes it’s just about whose tech holds up under pressure.

Dr Lee Konowe

And that's a reality more of us are running into. The platforms work 99 percent of the time, but it’s the one percent that’ll cost you sleep. And sometimes, like with your client, their dream home rides on that uptime. It’s nerve-racking, Denese.

Dr Lee Konowe

But if I’m honest, those expectations aren’t going away, are they? The digital shift in client behaviour – it’s massive. More than ever, folks expect to do everything on their phones. I mean, recent industry stats show buyers want property info, signings, updates – all instantly. We’ve seen video calls, WhatsApps, contract trackers – half the job is now digital comms, not face-to-face or even phone calls anymore.

Denese Konowe

Absolutely. It used to be calls and a bit of paperwork in an office. Now, Kiwis are messaging at midnight for an update, wanting to video walkthroughs, or texting scans of documents. We’re seeing buyers expect a digital diary of the whole transaction, from pre-offer to settlement day. And if an agent can’t keep up? Well, let’s just say people notice.

Dr Lee Konowe

It’s wild to think back – when I started in property, we faxed offers, signatures came in overnight. There was this built-in breathing space. Today, you blink and someone asks why the doc isn’t showing up on their mobile already. The pace is relentless. Even auctions are livestreamed – and buyers dial in from Invercargill to Kerikeri. It’s...progress, sure, but also a lot of pressure.

Denese Konowe

Definitely feels like we’re on a treadmill that only speeds up. And with all the talk about seamless tech, the expectation is we’re fluent in it too. As we touched on in our episode about tiny homes – remember that, Lee? – agents have to know the tech, and know when it’s likely to trip you up. That expectation from clients is a double-edged sword.

Dr Lee Konowe

Yeah, and sometimes there’s almost no room for error from the client's perspective. If you make them print something out or, heaven forbid, send a physical letter, it’s like you’ve stepped out of a time machine. But those habits die hard for some sellers or buyers, so agents get pulled from old-school to ultra-digital, depending who’s sitting on the other side of the deal. It's a balancing act.

Denese Konowe

And I get it! Why shouldn’t clients want that one-click service they get from their bank or Uber Eats? The tricky bit is, the further we go into digital, the more catastrophic even a minor tech issue can look to someone expecting zero friction. We’re expected to be fluent in fixes, not just forms and negotiation tactics.

Denese Konowe

Let’s get practical: what do you actually do when the tech decides to throw a tantrum on a critical day? Some of the best Kiwi agencies have started keeping offline workarounds at open homes, printouts ready, USBs with blank forms, even old school contract pads stashed in the boot for emergencies. That old 'Plan B' isn’t just a cliché—sometimes, it literally saves the transaction.

Dr Lee Konowe

Totally, Denese. I mean, you never really want to go back to pen and paper, but sometimes you've got to. Especially somewhere with dodgy rural WiFi, or – and this is true – at an auction where the auctioneer’s hotspot just gives up. I always say: a little preparation beats a lot of improvisation.

Denese Konowe

There was this case a while back: a new agent, fresh out of induction, was desperate to help a rural seller with a patchy internet connection. Tech wouldn’t load, digital signatures stalling – the works. We talked it through: she printed everything in advance, couriered out hard copies, and even set up a call with both parties to walk it through, step by step. Ended up getting both their emails sorted, the deal closed, and—best bit—everyone felt taken care of, not left hanging by the system.

Dr Lee Konowe

That’s textbook Kiwi work-around, Denese. Sometimes, blending digital and hands-on wins the day. And you know, a lot of our listeners probably feel that pressure to look ‘tech perfect.’ But it’s more about being resourceful and having backup plans, not just about the latest apps. I always remind my trainees: if you’ve got a bit of old-fashioned know-how, you’re never actually out of options.

Denese Konowe

Couldn’t have said it better. So next time your tech fizzles mid-contract, remember: be ready to pivot, keep those backups at hand, and don’t be afraid to go analogue if the moment calls for it. That’s just part of what makes the Kiwi real estate community resilient—and a bit inventive, too. Lee, always great trading war stories and tips with you.

Dr Lee Konowe

Likewise, Denese. And thanks to everyone for tuning in—remember, it's not the platform, it's the people who make deals happen. We'll keep sharing, so bring your questions for the next episode.

Denese Konowe

Catch you all next time – keep those contracts flowing, and the WiFi bars full! Take care, Lee.

Dr Lee Konowe

See you, Denese. Ka kite!