Revolutionizing Real Estate: Realtor.com and Twilio's Innovative Collaboration
Technology Category
- Platform as a Service (PaaS) - Application Development Platforms
- Sensors - Camera / Video Systems
Applicable Industries
- Equipment & Machinery
- Telecommunications
Applicable Functions
- Procurement
- Sales & Marketing
Use Cases
- Building Automation & Control
- Speech Recognition
About The Customer
Realtor.com is a leading online real estate marketplace, serving home buyers, sellers, renters, and real estate professionals. With over 20 years in the business, the company has developed a deep understanding of the complexities of the homebuying process. Realtor.com initially operated as a traditional lead-generating platform, connecting prospective homebuyers with suitable agents. However, recognizing the need for a more streamlined, user-friendly approach to home buying, the company sought to empower both agents and buyers with more efficient communication tools. Realtor.com is committed to helping consumers progress in their home buying journey, providing them with trusted resources and support every step of the way.
The Challenge
In the fast-paced, digital economy, many buying and selling interactions have been simplified to a few taps on a phone or clicks on a screen. However, the homebuying process remains complex, involving multiple stages and parties. Realtor.com, with over 20 years in the real estate business, recognized the need for a more streamlined, user-friendly approach to home buying. Initially, the company operated as a traditional lead-generating platform, connecting prospective homebuyers with suitable agents. However, they realized the need to empower both agents and buyers with more efficient communication tools. The challenge was to create a system that would allow agents to manage leads and nurture relationships effectively, while also providing consumers with a choice of communication channels that best suited their needs.
The Solution
Realtor.com partnered with Twilio to develop a suite of tools and features that would enhance the homebuying experience. Initially, agents were given a Twilio-generated phone number to follow up with leads. This was later expanded to include SMS capabilities, allowing agents to text back and forth with prospective buyers. An automatic response system was set up to ensure immediate feedback to customers, regardless of the agent's availability. Over time, the platform evolved to support consumers more directly, offering them a choice of communication channels to interact with their agents. The company also introduced a comprehensive set of tools and services, including the ability to schedule a tour via text message, communicate directly with an agent via text, phone, in-app, and more, and receive updates via email. Twilio Programmable Voice was used as the backbone of its phone service, ensuring secure and efficient communication between customers and agents.
Operational Impact
Quantitative Benefit
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