LivePerson > 实例探究 > Home Properties Inc. - Potential Renters Buy Into Digital Engagement

Home Properties Inc. - Potential Renters Buy Into Digital Engagement

LivePerson Logo
公司规模
Large Corporate
地区
  • America
国家
  • United States
产品
  • LivePerson platform
技术栈
  • Live chat
  • Rules-based targeting
实施规模
  • Enterprise-wide Deployment
影响指标
  • Customer Satisfaction
  • Productivity Improvements
技术
  • 应用基础设施与中间件 - API 集成与管理
适用功能
  • 销售与市场营销
服务
  • 系统集成
关于客户
Home Properties Inc. is a real estate company that owns more than 40,000 housing units in nearly 120 apartment communities in markets in the eastern United States. The company's headquarters are located in Rochester, New York. The company serves various geographies including Baltimore, Washington, D.C., Philadelphia, Greater New York, Boston, Chicago, and Florida. The company's contact center is responsible for supporting sales and resident service requests for more than 100 apartment communities across the Eastern United States. The 21 agents on the team are equipped to answer almost any question about any property, make appointments for prospects to tour apartments, and arrange service requests for current residents.
挑战
Home Properties Inc., a real estate company with over 40,000 housing units in nearly 120 apartment communities across the Eastern United States, was looking to provide an additional engagement channel for sales and service. They wanted to make it as easy as possible for anyone looking to contact them either because they’re already a customer, or because they want to be a customer. The company had previously deployed a live chat solution in 2006, but the system was often down and the supplier's team was not very professional. This led to the need for a reliable live chat solution with professional support.
解决方案
Home Properties Inc. deployed a live chat solution from LivePerson in July 2009 with four concurrent licenses. The program has grown steadily since then: the company now owns seven licenses and conducted nearly 23,000 chat conversations in 2013. A Click-to-Chat button is available to both prospects and current residents, but 80 percent of chat conversations are sales inquiries from prospective residents. Home Properties uses rules-based targeting through the LivePerson platform to identify high-value prospects who display certain behaviors on the website, such as conducting multiple searches or remaining on a community page for a long time. These customers receive proactive live chat invitations, and the resulting conversations account for about 13 percent of all live chats conducted by the team.
运营影响
  • The volume of chat conversations has grown threefold in four years.
  • The number of apartment tour appointments set via the channel has increased by 460 percent.
  • Live chat is one factor in an improvement in the number of inquiries per staff hour and a reduced cost per contact over the past several years.
数量效益
  • 300%+ increase in live chat conversations, from 6,700 in 2010 to 22,921 in 2013.
  • 460% increase in appointments set by live chat, from 112 in 2010 to 628 in 2013.

Case Study missing?

Start adding your own!

Register with your work email and create a new case study profile for your business.

Add New Record

联系我们

欢迎与我们交流!
* Required
* Required
* Required
* Invalid email address
提交此表单,即表示您同意 IoT ONE 可以与您联系并分享洞察和营销信息。
不,谢谢,我不想收到来自 IoT ONE 的任何营销电子邮件。
提交

感谢您的信息!
我们会很快与你取得联系。