Revolutionizing Real Estate: Realtor.com and Twilio's Innovative Collaboration

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.

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.

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.

• The collaboration between Realtor.com and Twilio has resulted in a more efficient and user-friendly home buying process. Agents now have a dashboard of insights that pulls data from their various interactions, providing a complete picture of their ongoing relationship with a prospective homebuyer. They can see a history of their conversation, initiate outreach, or connect prospects with other resources and tools as needed, all in one holistic system. This has enhanced the relationship-building process, enabling agents to provide better service to their clients. Furthermore, the company is exploring new channels and capabilities, including using Twilio Autopilot and Programmable Chat for answering routine inquiries, and connecting agents and consumers via video using Twilio Programmable Video. This continuous innovation is helping Realtor.com maintain its position as a trusted resource for all-things homebuying and selling.

• 315,000 messages sent by agents in one month
• 15,000 agents using VoIP
• 76,000 agent voice calls supported in one month