Midland Realty Success Story

Engaging customers with faster, personalized service to improve leads and increase sales


of online sales attributable to WhatsApp in less than a year


of leads coming through WhatsApp addressed within one minute


of leads that might have been lost saved through WhatsApp


customer satisfaction scores for WhatsApp
Midland Realty WhatsApp

Name: Midland Realty
Industry: Real Estate
Function: WhatsApp chatbot, Lead Generation
Platform: WhatsApp Business Platform

Midland Realty, a leading real estate agency in Hong Kong, revolutionized its customer engagement and sales process by integrating WhatsApp Business Platform into its communication channels. This strategic move enabled faster, more personalized service, resulting in a significant increase in lead response efficiency and online sales.

The Goal

Transforming Customer Service

Midland Realty aimed to enhance its customer service quality in the competitive Hong Kong housing market. The goal was to provide quick, efficient, and personalized responses to customer inquiries, improving the customer experience and increasing the effectiveness of their sales leads.

The Solution

Elevating Customer Engagement

Midland Realty partnered with Sanuker to develop a robust communications channel using WhatsApp Business Platform. This solution allowed potential customers to directly contact agents via WhatsApp when they found a property of interest on Midland Realty’s website. The system was designed to ensure rapid response, with chats being rerouted to available agents if the primary agent couldn’t respond within a minute. Additionally, a chatbot feature provided customers with menu options to filter their property preferences before connecting them to an agent. This integration not only facilitated immediate communication but also enabled Midland Realty to monitor agents’ performance and improve service quality continuously.
Midland Realty WhatsApp

The Results

Increased sales

The implementation of WhatsApp as a communication tool proved highly successful for Midland Realty

  • 50% of the company’s online sales were attributed to WhatsApp in less than a year.
  • 80% of leads coming through WhatsApp were addressed within one minute.
  • The company achieved a 97% customer satisfaction score for services provided over WhatsApp.
  • The new system helped save 83% of leads that might otherwise have been lost.

This innovative approach not only enhanced customer engagement and satisfaction but also significantly boosted Midland Realty’s online sales, demonstrating the effectiveness of WhatsApp as a powerful tool in real estate customer service and sales.

Midland Realty’s success story was featured on the WhatsApp official page.

You can read it in full here.

What customers say

“Customers appreciate the immediate, consultative experience we provide over WhatsApp, giving an overall 97 percent satisfaction rating. With agents more knowledgeable about a customer’s preferences, we’ve seen over 50 percent of our online sales come from WhatsApp in less than a year”
Lawrence Chau

Head of Marketing, Marketing Communications, Midland Realty

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