Case Study: QuintoAndar improves customer service efficiency and CSAT with Twilio

QuintoAndar reshapes the real estate market with Twilio

QuintoAndar, Latin America’s largest housing platform, wanted to simplify Brazil’s complex rental process and improve customer service as it scaled. Working with Twilio, the company aimed to deliver a secure, consistent, and accessible experience for customers, tenants, owners, agents, and internal teams through the Twilio engagement platform.

Twilio helped QuintoAndar implement the “Single Door” project using Flex, Console, Programmable Messaging, WhatsApp, Voice, and Chat integrated with CRM and Zendesk. The result was a more personalized, multi-channel support hub that improved efficiency and self-service, cutting average service time by 17 seconds, improving first-response SLA by 26%, reducing chat abandonment by 4%, and increasing CSAT by 8 points.

QuintoAndar

Nicolau Camargo

Vice President of Service and Customer Experience