This case study explores how Cambridge Homes, a top home builder in Texas used our technology and human-driven CRO solution to transform their online customer interactions and lead generation game.
Our main business priority was to improve our lead generation efforts and capture high-value leads online, all while keeping marketing spend in check.
Before partnering with CommVersion and implementing SmartChat, we relied on a simple, cookie-cutter chatbot with limited functionality.
As we expanded into more online communities, this approach became ineffective due to these challenges:
Generic chatbot responses fell flat. For home building, understanding specific needs is crucial. A chatbot simply couldn't replicate the personal touch of a real human, leaving buyers without a connection.
Home building involves complex questions about financing, floor plans, and customizations. Chatbots often struggle to handle these inquiries effectively, leading to frustration for potential buyers.
Home builders often deal with sensitive customer information, such as financial details and property specifications. Chatbots raise concerns about data security and ensuring this data remains protected.
.png)
We needed a more responsive and dynamic solution that could understand the emotional aspects of a home buying journey and the true intent behind a question. SmartChat's key features, particularly, smart targeting, gave us the confidence to take the leap. We were convinced it could effectively address the challenges we faced in the following ways
SmartChat's ability to target website visitors at the right time with the right message ensures potential buyers are connected with the information they need, reducing frustration and improving the overall experience.
By combining data analysis with human-led interaction, SmartChat addresses the difficulty of capturing emotions and intent allowing for more personalised and empathetic interactions.
SmartChat will handle basic inquiries and data gathering, ultimately freeing up OSC teams to dedicate time to building relationships and addressing complex questions that lead to a home sale.
The implementation of SmartChat brought about more qualified leads, improved sales efficiency, and boosted Cambridge Homes' bottom line significantly.
Here are some of the results they were able to see with SmartChat:
