Case Study: Homeday Transforms CX With babelforce and Zendesk

Homeday is one of the fastest-growing real estate brokerages in Germany. Since opening its doors in 2015, the group has been shaking up the property space by following a highly personal, meticulous approach to property transactions.

With over 18,000 properties successfully brokered and a team of 200+ experts, the company has mastered the art of making life easier for buyers and sellers alike.

Challenges

While scaling rapidly, Homeday was also grappling with some inevitable growing pains. As the company’s clientele grew, so did pressure on the customer support agents to meet the increasing service demands and ensure each customer received the attention they deserved.

Not only did Homeday need to handle a rising volume of calls, but the team also needed to effectively manage a dispersed team of agents.

As it stood, they had no interactive voice response (IVR) in place. Customer calls simply went to a general phone number, and agents had to manually forward calls to relevant team members.

Homeday wanted to offer a more efficient, personalized experience for clients, where callers could be automatically routed to the team or agent most suited to their individual case. It was time to revamp their entire approach to customer support, but the team needed a reliable and flexible solution to help them get there.

Homeday wanted a tool that would facilitate a seamless, personalized customer experience and allow them to manage their growing team of agents.

The team had a few must-haves on their wish list, including a high level of flexibility, agility, and user-friendliness, so they could easily make changes and have more internal control over the platform.

With the team spread across multiple locations, a tool that could give their agents accurate real-time visibility would also be invaluable.

Solution

Homeday quickly landed on babelforce as a leading contender, because it would allow the team to make impactful changes and implement their own solutions without having to work through a developer. Another selling point was the ease of integration with Zendesk, the CX platform Homeday was already using.

babelforce’s compatibility with Zendesk has already proven instrumental in boosting operational efficiencies at Homeday.

The ability to plug babelforce effortlessly into the Zendesk system empowered agents with a full, clear view of each customer’s history in real-time, resulting in more personalized and effective service.

Equipped with all relevant customer information at their fingertips, agents no longer needed to toggle between platforms, freeing them up to focus on their primary role–delivering excellent customer service.

With babelforce now fully integrated into the company’s Zendesk system, Homeday quickly realized that “No-Code” is where it’s at.

The Homeday team could now set up their own IVR call flows, create specific campaigns or contact groups, and gain insights into the customer journey that were completely unavailable before.

Malgorzata Pietrzak, senior operations manager at Homeday, believes this level of flexibility and simple No-Code approach to self-service capabilities was crucial. “A lot of things we can do ourselves–we can actually build the IVR,” she says.

Results

The new system made a noticeable impact: greater visibility and access to data enabled the team to become more informed and proactive in their approach.

They could finally track customer behavior, understand agent performance, test new approaches, and make decisions based on accurate data points.

If the team had a theory, they could test it, measure it, and act accordingly. Homeday could also see exactly how many calls were coming in and track the customer’s journey the whole way through, which enabled them to assess and refine their customer service processes.

Now, Homeday could actually monitor and understand the customer journey – something that was out of reach before babelforce.

This not only improved the visibility of call tracking, but also led to a surge in data-driven decisions through customer journey mapping.

The introduction of babelforce and Zendesk into Homeday’s operations brought a wave of transformation. The team didn’t just get new tools; they gained the power to take matters into their own hands, with freedom to implement solutions instantly.

An agent needs a unique number for personalized client interaction? Done. Has a number been mistakenly flagged as spam? Just create a new number. With no coding complications, babelforce opened the doors to operational flexibility.

Pietrzak says babelforce has only gotten better the more they use it. “I would say it should be the slogan. It gets better over time.”

With the platform’s flexibility, Homeday could make tailored changes to its system without any external help. This gave their team the autonomy to react quickly whenever they noticed a gap in the customer experience.

The Future

Homeday is excited about the future with babelforce and Zendesk. From routing customers to specific agents and tracking agent statuses, to enhancing reporting for the remote team, the roadmap is full of possibilities.

Other upcoming plans include incorporating text-to-speech functionality in the IVR system, improving SMS management, and using AI to integrate the platform with Slack.

This blog post has been re-published by kind permission of babelforce – View the Original Article

For more information about babelforce - visit the babelforce Website

Author: babelforce
Reviewed by: Rachael Trickey