拉丁美洲
流程建设者
摘要
Houm is a real estate technology company offering a marketplace for investors, buyers, renters, and sellers in Chile, Mexico, and Colombia. The company’s freelance agents, called “Houmers”, facilitate the relationship between property owners and prospective buyers or renters, helping make the process seamless, online, and accessible. Houm now has over $850 million USD in real estate under management. The startup grows double-digit every month, with more than 600 people on its team.
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挑战
豪迈的收购、销售和客户支持团队一直在寻找更好的方法来吸引有意购买或租赁房产的潜在客户。由于收到的潜在客户数量庞大，买家或租户往往需要花上整整两天的时间才能得到侯默公司的回复，导致错失良机和销售损失。
不到场 - Prospective leads would frequently miss appointment reminders sent through SMS and email, leading to no-shows. Agents would then spend valuable time trying to reschedule these appointments.
使用不同的WhatsApp号码 -Houmers were each using a different WhatsApp number, limiting Houm’s ability to track conversations or provide a unified experience for both buyers and renters. As a result, messages would get lost with no backup, making it difficult for teams to follow up with leads or for customer success agents to process lease documentation.
完成NPS调查的人很少 - Low response rates for NPS surveys also made it challenging for Houm to collect the feedback needed to improve sales processes.
Houm正在寻找一个能够帮助团队克服这些挑战的平台。具体来说，它需要一个解决方案，能够协调所有部门在买方和租户旅程中的参与。
解决方案
Houm通过消除人工任务和鼓励客户在整个销售过程中立即采取行动，能够减少流失并增加管道中的合格线索数量。
将更多的线索进一步移到漏斗中
通过自动化任务以及与买家和租户的沟通，Houm能够通过其销售漏斗更有效地推动线索。
The team followed up with leads using template messages and routed them to available agents, helping reduce response time.
Houm sent automated appointment reminders through channels leads were more likely to check, reducing the number of no-shows.
潜在客户可以直接在WhatsApp上安排和管理他们的约会，而不需要与代理人交谈。
错过约会的信息可以通过自动信息重新激活。
潜在客户可以通过WhatsApp更方便地发送申请文件和提交NPS调查。
用本地电话号码建立信任
Houm 从Bird 购买了智利、墨西哥和哥伦比亚的本地号码，并将其整合为公司的中央号码，客户可以拨打和发送信息。这个单一号码也适用于普通电话和 WhatsApp，有助于与潜在买家或租户建立信任和一致性。
结果
Houm现在能够更有效地鉴定、分配、安排约会和回应线索。结果，该团队的合格线索数量增加了64%，同时减少了响应时间。
"我们现在能够更快地转换客户，减少流失。潜在的线索更有可能购买或租赁房产，"Houm的需求采集产品负责人Marcela Molina说。
在实施Bird解决方案的短短一周内，Houm 的 NPS 调查完成量就超过了过去三个月的完成总量。有了充足的反馈，他们现在可以就如何改进流程、消除买家和租户旅程中的瓶颈做出明智的决策。
Houm 希望继续使用Bird 来构建更复杂的flows ，并创建端到端的体验，让潜在客户参与整个购买和租赁过程。
"我们现在能够更快地转换客户，减少流失。潜在的线索更有可能购买或租赁房产。"
Marcela Molina, Product Owner Demand Acquisition
