Spotahome is finally making real estate loved

Spotahome is finally making real estate loved

Everyone dreads moving. Why? Because the costs – both in pounds and in time – make the process painful every time. Founded in 2014, Spotahome is an online booking platform designed to make moving effortless. Their platform shows comprehensive property listings and neighbourhood details, for anyone needing to rent a home for a month or more.

Spotahome thrives on globalisation. We aim to make the world feel like there are no barriers so people can feel free to move from one place to another without any hassle, said Fabiola Jiménez Sahagún, Head of Customer Experience at Spotahome.

Spotahome sets itself apart with its thorough home listings. Each flat is visited individually by a team of home checkers in each of their operating cities. Listings include photos, floor plans, videos and descriptions so you know exactly what to expect.

Spotahome is now present in 16 cities and 9 countries across Europe with customers from all over the world. As an international company, Spotahome ensures their Customer Experience Team is available in multiple languages and uses Aircall for their phone communications.

Our Customer Experience Team focuses on making sure both tenants and landlords are looked after and Aircall helps us achieve this. When complex issues arise, they are immediately escalated to the phone, as it’s the most direct form of communication.

Before Aircall, the Spotahome Customer Experience team was sharing phone lines. At that time, customer experience was led by Fernando Bueno (Regional Manager of Spain). “Fernando discovered Aircall and we immediately fell in love with its simplicity and the excellent service it provides”, said Sahagún. As they only had 5 phone lines to share, customers would call in and have to be put on hold because there wasn’t an agent available to help them. As a small business this solution was acceptable, but as Spotahome expanded into more cities, the number of support enquiries increased as well.

Spotahome was looking for call centre software that could easily integrate with Zendesk and could also serve as a phone system for teams outside the customer experience team.

Using an outdated solution made it difficult for us to scale our business, explained Sahagún. In need of better functionality, Bueno went searching for a new solution that would suit their needs as they grew.

Thanks to Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.

After we integrated Aircall and Zendesk, our support agents were able to save more than 100 minutes per agent every week.

This increase in speed was a huge achievement for the Spotahome Customer Experience team. The faster they resolved customer issues, the quicker they could move on to the next enquiry. Thanks to Aircall, the Spotahome team was able to increase bookings by 350% from 2015 to 2016.

We chose Aircall because of its simple implementation and ease of use. After just a few days, we were able to have multiple teams ready to make and receive calls.

Speed and efficiency were challenges Spotahome successfully overcame. Their goal as a company for the coming year is to stabilise sales and increase revenue. For the Customer Experience team, they are on track to continue growing the team and ensuring every customer is satisfied.