The decision to build a home is a significant milestone in many people’s lives. With so many options and decisions, expert advice is crucial. Living Haus specializes in the design and construction of prefabricated houses. Based in Schlüchtern, Hesse, the company emphasizes seamless customer communication. Their policy is clear: customers should be connected to an advisor in their region within 45 seconds of requesting advice via the website.

“Today, our prospective buyers want to gather information about building a house very, very quickly. Thanks to the Zoom Contact Center, they no longer have to get in the car and drive to an appointment. Instead, they are connected to their local advisor from Monday to Sunday, from nine in the morning to nine in the evening, and gather all the relevant information. The match between the prospective buyer and the advisor – the right, regionally based house building consultant – is made automatically through the Zoom Contact Center,” says Peter Hofmann, Managing Director of Living Fertighaus GmbH.

Zoom Contact Center enables direct interaction

Living Haus is one of the industry’s technological pioneers in consulting, not least because the company is continuously digitizing its sales process. Introducing Zoom Contact Center to its customers builds on this foundation. With just one click on the website, potential customers can connect directly to a competent consultant in their region. This quick and easy way of contacting has increased customer satisfaction and significantly improved the advisors’ efficiency.

“Zoom Contact Center is an omnichannel contact center. Our unique selling point is that we focus on the video channel,” Zoom Account Executive Stefanie Hoier explains. “This means that requests made via chat or phone can be easily transferred to a video meeting with a single click, allowing us to provide advice or support very quickly and easily.”

By integrating the Zoom Contact Center into Living Haus’ CRM processes, leads can be tracked automatically, and customer needs can be accurately captured. This lets advisors focus on the customer’s concerns and wishes during the call. The result is a personalized customer experience that builds loyalty and confidence in the Living Haus brand.

“We have already been able to make the first families in Germany happy – or rather happy together – by generating a contract via Zoom Contact Center,” says Robin Freudenberg, Sales Manager West at Living Haus.

AI-supported functions speed up processes.

Zoom Contact Center has become an indispensable tool for Living Haus thanks to its intuitive use and the support provided by AI-supported functions. Advisors can focus on the customer while benefiting from automated processes that enable them to work efficiently. Thanks to AI-supported functions, advisors can respond precisely to customer queries or objections by accessing a company-specific knowledge database. In addition, workflows can be continuously optimized, call queues can be automated, and chatbots can be trained faster.

But AI can do much more. For example, supervisors can have a summary of the call content generated, allowing them to review essential processes. “For Living Haus, this means more productivity, efficiency, and quality. And most importantly: more customer satisfaction,” says Stefanie Hoier, the permanent contact person for Living Haus at Zoom.

Beyond the sales pitch

“Zoom was the perfect partner for us. Our requirements were met quickly and competently. The two project teams at Zoom and LivingHaus worked together excellently,” says Managing Director Peter Hofmann. “We now also use the Zoom Contact Center for further consultations between our customers, interested parties, and house consultants. This simplifies the process enormously and is fast and cost-effective for both sides.”

Overall, the implementation of Zoom Contact Center has not only improved customer interaction but has also optimized work processes at Living Haus. The high level of customer satisfaction has made the investment in this innovative technology worthwhile, and Living Haus continues to establish itself as a leader in the prefabricated house industry.