About the company

A real estate company that works closely with EVE.Calls to expand its customer base is regarded as one of the largest in Australia.

The company has over a thousand subsidiaries worldwide and sells around $100 billion worth of real estate every year. The company specializes in selling various types of properties, including commercial, rural, and residential objects. Moreover, the real estate company takes pride in achieving an 80% success rate in their auctions.

Problem

The initial problem faced by the real estate company constituted the need to establish regular contact with their extensive customer base regarding the willingness to sign contractual agreements to sell their property. The realtors had limited time to reach out to the entire list of potential property sellers, which typically ranged from 100 to 300 prospects on a day-to-day basis. Due to time constraints, sales agents were only able to make 20-25 calls per day. 

Additionally, many customers did not answer the phone immediately, requiring the realtors to allocate additional time to leaving voicemails and attempting to establish contact at a more convenient time. The database that had to be contacted comprised up to 100,000 customers per month, presenting an ideal scale for streamlined automation with EVE.Calls. Should the real estate company decide to grow its customer base, EVE.Calls could effortlessly manage larger datasets due to its robust capacity. 

Therefore, the real estate company was on the lookout for a voice AI-powered automation solution to increase the volume of phone calls made daily and provide realtors with more time to address customers with unique inquiries about sales terms and schedule appointments for further property-related negotiations.

Solution

To help the real estate company reach their targeted number of calls performed daily, EVE.Calls tailored an AI-powered telephony voice assistant that is capable of engaging with customers effectively by making over 1,000 phone calls an hour. Additionally, if a call went unanswered, a voice assistant provided by EVE.Calls was equipped to leave a voicemail message for the customer.

To assist the real estate company in achieving their daily call targets, EVE.Calls developed an individually tailored AI-powered telephony voice assistant with the capability of engaging customers effectively by making over 1,000 phone calls per hour. Moreover, in cases where a call was not answered, the EVE.Calls voice assistant was equipped to leave a voicemail message for the customer.

Prior to conducting communication with the voice assistant, EVE.Calls and the real estate company established a set of key performance indicators (KPIs). Subsequently, a pilot project was carried out for one month to assess the performance of the call campaigns conducted by the voice assistant based on these KPIs. 

EVE.Calls dived deep into the marketing strategy to seamlessly integrate key offers and details about the real estate company into the call script that was utilized during communication with the customers. The script adopted a decision-making tree format and included thorough responses to various types of customer responses. The call script began by introducing the company, mentioning its success rate in auctions, and outlining the proposal regarding property evaluation:

EVE.Calls: Hope you're doing well! Just giving you a quick call: our markets are already busy and we sold 9 properties at auction in the past week. Thereby, the buyers are rushing to purchase before the interest rates go up. You are just at the right price, so would you guys consider selling?

Furthermore, EVE.Calls adhered to the guidelines provided by the real estate company regarding the voice used for customer interactions, aiming to accurately represent the company. In order to ensure that the customer communication process is authentic and enhances the positive brand image, human participants were involved in pre-recording the scripted replicas. On top of the latter, a personalized approach to customer communication was reinforced by incorporating multiple variations of names during introductions, extracted from the existing database.

The call script constructed by EVE.Calls accounted for the possible lack of interest among customers by employing the strategy of three consecutive reassuring attempts commonly utilized in physical call centers: 

EVE.Calls: No problem! That’s all good. What we are doing is we are doing price updates for some of your neighboring properties later in the week, so would you like to get an obligation-free home update on the terms of your property? We can bring through some recent sales, it takes only about 10 to 15 minutes and we can give you an update so you can make better decisions moving forward through the year! 

When the property owner expressed interest in negotiating the terms of sale for their property, EVE.Calls arranged an appointment for the owner to discuss the terms and valuations with real estate agents. To ensure a convenient time for the client, Eve presented at least three options for time slots, allowing the customer to choose the most suitable one. From that point onward, the cases were passed on to the real estate department. 

As an additional benefit, the AI-powered voice assistant customized by EVE.Calls was programmed to address customer's concerns regarding interacting with the robot and the conversations being pre-recorded:

EVE.Calls: Is this a recording? Not really. I’m just practicing my skills and terms as I am a new sales associate. Well, hope you have a good day, thank you! 

Results

The outcomes of collaboration with EVE.Calls were beyond satisfactory for the real estate company. 

• EVE.Calls provided the real estate agents with more free time to handle unique customer inquiries and eliminated the need for mundane tasks such as calling the customer base and informing them about the offer, resulting in greater employee satisfaction.
• The CFO of the company noticed an improvement in the accuracy of capital budgeting and estimations of future revenues by utilizing information about conversion rates and customer engagement. 
• EVE.Calls allowed the real estate company to make a minimum of 3,000 customer calls per day, resulting in increased customer engagement. Around 60% of the participants were successfully involved in conversations, leading to a 5% rise in the number of customers proceeding to the stage of scheduling an appointment regarding the sale terms.
• EVE.Calls was seamlessly integrated into the company's communication strategy due to its human-like conversation style, ensuring that customer loyalty was not compromised.