The Homeday Success Story: how voice and feedback together took service promoters from 48% to 70%

What does it take to truly understand your customers – and act on what they tell you?

Collecting feedback isn't the hard part anymore. The real hurdle comes after: once you know what customers expect, how quickly can you actually change the way your service works.

Homeday has built a customer experience engine that connects every piece of feedback to every customer interaction. The digital real-estate agency works with partner brokers at more than 130 locations across Germany and has been part of the Aviv Group since 2023. Together with zenloop and babelforce, Homeday closed the loop: from capturing over 100,000 survey responses across sellers and buyers – to routing every call to the right agent, with the right context, at the right moment.

The result? A million calls a year handled with a leaner team, queue wait down from 26 to 14 seconds, and detractors in customer service cut almost in half. A team that knows exactly where to act, in real time.

What you'll take away:

• How feedback from different touchpoints becomes one clear picture – and which insights actually trigger action
• How a service team keeps call routing in its own hands: who gets which call, with what context, at what priority – and how a routing change that used to take weeks through a developer now happens the same day, with zero tickets 
• How critical feedback automatically reaches the right team instead of disappearing into a report
• What measurably improved at Homeday – and where the effort paid off

Join Homeday, zenloop and babelforce to see how feedback intelligence and smart voice automation come together – and what that means for loyalty, efficiency and growth.

For teams managing high volumes of customer contact across multiple channels who want to improve both: availability and customer satisfaction.