Angi Sees 3X Growth in Key Members, Year-Over-Year
Home services giant, Angi (NASDAQ: ANGI), sees dramatic lift in booking requests per customer by using Regal to call and text members at the right time, with the right message, from personal home specialists.
With Regal, the Angi growth team would be able to create (in a self-serve way) customer journeys that would cater to each member’s unique behavior.
Growth in Angi Key Members,
SMS Answer Rate
Phone Answer Rate
"Regal has helped our teams massively increase revenue from customers via branded, personalized call and text message outreach - all features that our existing customer service contact center didn't have."
ABOUT THE CUSTOMER
The Home Services Giant Offering a Concierge to Members
Angi (NASDAQ: ANGI), formerly known as Angie’s List, is the largest home services provider in the world. It operates in eight countries and serves millions of customers across North America and Europe. Angi’s brands (including HomeAdvisor and Handy) are home to 250,000 service professionals and allow customers to discover and book home service pros across 500 different categories - among them home repair, renovation, cleaning, landscaping, etc.
In 2021 Angi launched “Angi Key”, a membership program that grants its members a 20% discount off all Angi pre-priced services. In order to educate Angi Key members on available services and to encourage bookings, Angi launched a concierge service whereby members have access to their very own dedicated home specialist, who’s available to the member for personal communication via text and phone. This specialist gets to know the member’s home context, provides consultation as to services that might be required, and helps with finding the right pros, scheduling jobs, and answering questions.
Phone Provider Built for Inbound Customer Support, not Proactive Sales Outreach
Angi’s phone operation was centered around Nice InContact, with hundreds of Angi’s service agents using the platform on a daily basis. For customer support, the platform did what it was designed for. However, for proactive outreach Nice InContact was a bad fit. The team found two crucial limitations:
Limitation #1: Calls & Texts Not Coordinated
Nice InContact did not have native two way SMS. This meant the team would not be able to call & text members “with one voice”, namely to create a coherent experience for the member. On top of that, calls & texts would also come from two different numbers. This disconnect would not only mean a bad experience for members, but also for Angi’s home specialists. They would need to use one system for calls, and another system for texts, highly inconvenient and inefficient.
Limitation #2: No Customer Journeys, No Real Time Triggers
Like most other contact center platforms, Nice InContact’s was built for inbound customer support. Outbound dialing was based on uploading CSV files with leads, it had no customer journey (aka workflows) where by different customers would be assigned to different call & text treatments based on their personal and real time behavior. The result would be that members would be put into bulk calling lists (rather than behavioral journeys), and their real time actions would not be accounted for. This would lead to bad member experience and dramatically limit bookings..
Regal Powers Branded, Event-Driven Calls & Texts
Calls and texts would be coordinated, in terms of both messaging and timing, and would come from the same phone number, which would be branded with Angi’s brand name. In other words, the member would be communicating with their home specialist in exactly the same way as they would with a friend, in a natural unified conversation of calls and texts from one single known contact.
Boost in Answer rates and booking requests
Senior Director, Strategy & Growth
"Regal allowed us to invest in a personalized conversational experience for our members, and to A/B test how our agents can best support homeowners at key moments, leading to higher member engagement and bookings."
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