Web socket integration for real time chat
The CPP captured enquiries from all property platforms, recorded them in Kindred’s CRM and sent each customer an email/SMS response within 25 seconds with a unique link on the status of their enquiry. Kindred could control the status of the query via a separate user group and send back a response.
Overwhelmingly 87% of users engaged with their CPP link to see the status of their enquiry and its details. This validated the initial assumption and unlocked the team to continue further scoping of the system.
The most prominent benefit was the integration of WebSockets that allows the Kindred team to respond with realtime chat, document upload and other features like timed reminders. From March 2020 to August 2020, over 15,000 responses to enquiries have now been sent with a reply rate of 100%.