The brief
The brokerage ran five offices across Berlin and Potsdam. Direct enquiry conversion stagnated for three years even as web traffic grew. The team suspected — correctly — that they were losing prospects to the big portals in the gap between an enquiry and a response.
Their existing chat widget had 12% pickup. Most prospects went back to ImmoScout24 mid-conversation. The team wanted real personalisation, in their voice, and an answer in under a minute — without staffing a 24/7 enquiry desk.
What we built
- Unified inbox across website chat, WhatsApp, email, and Instagram DMs
- Per-listing knowledge agent with live availability + viewing-slot awareness
- Multilingual replies (DE, EN, TR, FR) trained on the brand voice
- Viewing-slot booking inline in the conversation
- Human handoff for negotiations, complaints, or off-spec requests
- Manager dashboard with conversion funnel by office and source
Results
- Viewing-booking conversion up 22% across all five offices
- Median reply time fell from 8 minutes to under 40 seconds
- Portal spend saved exceeded engagement cost by month two
- Post-viewing satisfaction score moved up 0.4 points
“Every direct viewing is commission we keep. The agent picked up where we kept losing — and it talks to prospects the way our best broker would.”