Homeyou's Growth and Conversion Rate Boost with Twilio

Applicable Industries

Telecommunications

Applicable Functions

Quality Assurance

Use Cases

Speech Recognition
Visual Quality Detection

Services

Testing & Certification

The Challenge

Homeyou, a marketplace for home remodeling services, was launched in 2014 with a small team of six employees and a few contractors. The primary challenge was to acquire high-quality, sales-ready leads for home improvement professionals in local markets. As the lead-generation business gained momentum, the founders found themselves overwhelmed with incoming calls. They needed a solution that could handle the increasing volume of calls and ensure a superior customer experience. The challenge was to connect quality contractors with homeowners seeking services in a quick, efficient, and secure manner.

About The Customer

Homeyou is a marketplace for home remodeling services, connecting homeowners with contractors. The company was founded in 2014 and is based in Woburn, MA. Homeyou's business model revolves around providing an exceptional user experience for everyone connecting through their online marketplace. They ensure that contractors receive qualified, sales-ready leads that introduce them to potential clients. Homeyou's attention to user experience extends to their agents, offering them perks and flexibility, allowing them to work from any computer with a web browser across continents in North and South America.

The Solution

Homeyou turned to Twilio to power their call center. They built their own software to create a call center that could handle the increasing volume of calls. Twilio's Programmable Voice was integrated directly into the browser, enabling the team of agents to handle more calls and achieve higher conversion rates. Homeyou selected a rich set of Twilio functions that supported a customer-centric business serving both homeowners and contractors. Twilio Voice provided advanced call control, global connectivity, and APIs for the global business with multiple data centers, offices, and agents spread across the US, Chile, and Brazil. Homeyou also used Twilio Masked Numbers to allow homeowners to communicate directly with home improvement professionals via local private numbers.

Operational Impact

The integration of Twilio into Homeyou's operations has resulted in a significant improvement in their service delivery. The advanced call control and global connectivity provided by Twilio Voice have ensured exceptional call quality and fast response times. Calls are routed in real time to the next available agent with the lowest latency, enhancing the customer experience. The use of Twilio Masked Numbers has also improved communication between homeowners and home improvement professionals. The company's focus on providing an exceptional user experience has paid off, with plans to hire up to 100 new sales reps and agents to handle the increasing volume of calls, emails, and texts. Homeyou's executives see their business model and technology as scalable and price conscious, ready for future growth.

Quantitative Benefit