Brognoli is the largest real estate company in the state of Santa Catarina and has been in the market for 65 years. The company took on the challenge to evolve their traditional way of communicatiing and integrate digital media. The focus was on innovation after the realization that the market had changed: customers no longer made phone calls to schedule services. It was necessary to adapt to the new profile of the Brazilian people, who are heavy users of messaging apps, and offer their services where people were found. Through Blip platform, a smart contact named Fabi was created, which was available 24/7 and became the focal point of customers’ contact with the company. It offers support through WhatsApp, Facebook Messenger and also through their website, by using our Blip Chat, and tracks the status of the whole service process, all the way to the negotiation.
When making contact with Brognoli, the customer has the option to be transferred to the chatbot service on WhatsApp, thanks to the voice to digital technology. With the support of Blip platform, Fabi schedules visits, recommends properties based on the customer’s search history, informs about warranties/collaterals and gets leads on new properties. Fabi also makes life easier for existing tenants: it issues copies of bills, schedules calls to discuss financial or maintenance issues, requests negotiations and debt settlements and monitors the status of these services. Today, the smart contact is responsible for more than 80% of the visits to the company. In February 2020 alone, out of the 1,400 schedules made, 1,200 were made through the chatbot. Until May of the same year, more than 1 million messages had been exchanged, with more than 5,000 leads contacted monthly through the smart contact. Fabi has been so successful that customers’ average evaluation for the service is 8.9.
