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Home Properties Inc. - Potential Renters Buy Into Digital Engagement
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
Services
- System Integration
The Challenge
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.
About The Customer
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.
The Solution
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.
Operational Impact
Quantitative Benefit
