Case Study: Home Properties achieves 300%+ chat growth and 460% increase in tour appointments with LivePerson

Home Properties - Customer Case Study

Home Properties Inc., which manages more than 40,000 housing units across nearly 120 apartment communities in the eastern U.S., needed a reliable digital channel to support sales and resident service. After an unreliable first chat vendor, the contact center sought a stable, professionally supported live chat solution to make it easier for prospects and residents to get quick answers and schedule tours.

The company deployed LivePerson in 2009 with rules‑based targeting and proactive chat invitations, trained dedicated agents for chat, and expanded to seven licenses. Chat conversations grew from about 6,700 in 2010 to nearly 23,000 in 2013 (300%+ growth), appointments set via chat rose from 112 to 628 (460% increase), and the program improved inquiries per staff hour and reduced cost per contact.

Home Properties

John Ridge

Contact Center Director, Home Properties Inc.