How Propseller automated WhatsApp messaging and increased sales conversions by 250 percent

Propseller is an innovative tech-powered real estate agency aiming to revolutionize the real estate industry in Singapore. The company uses a technology-driven approach to streamline various aspects of the real estate process, supporting agents and customers while facilitating more efficient property sales.

Traditional real estate in Singapore depends on working with property agents who offer a fixed range of services in exchange for an industry-standard commission. In many cases, these services don’t use innovative industry technology, such as property pricing reports, virtual property tours, buyer qualification tools, and real-time progress updates—which negatively impacts the real estate experience for both buyers and sellers.

Propseller has transformed the buying and selling process by putting technology at the center of the real estate experience. By combining technology with its in-house team of top-tier real estate agents, Propseller offers an end-to-end buying and selling experience that facilitates faster, more efficient transactions, optimized property pricing, and faster connections with qualified buyers—all at a commission rate as low as 1%, half of what is charged by traditional agencies.

“Unlike traditional real estate agents who are expected to handle everything from marketing to client management on their own, Propseller leverages specialized teams and advanced technology to streamline the process,” says Taylor Jim, Head of Operations at Propseller. “This allows our in-house top-tier agents to focus solely on providing exceptional service and achieving the best outcomes for our clients.”

The problem: Poor response times and prioritization for customer communications

WhatsApp is one of Propseller’s core communication channels with both buyers and sellers. To stay on top of messages, a dedicated admin team was tasked with labeling and prioritizing them as they arrived. 

As Propseller’s business has grown, though, its WhatsApp channel began generating hundreds of messages per day—which strained the admin team’s ability to manage communications effectively. In some cases, incoming messages were missed entirely. 

As a result, the company regularly struggled with slow response times — which hurt business since a faster response increased the odds of a conversion. 

To address these business challenges, the company needed a platform that could enhance the capabilities and efficiency of WhatsApp messaging.

“We were using WhatsApp directly, and we realized we needed a more robust system. We needed a system that could integrate with our existing no-code systems, enable message prioritization, and streamline customer communications.” - Gaithri Raveendran, Client Success Manager at Propseller.

The solution: Automated responses and streamlined communications management

With its no-code workflows and automation capabilities, Bird offered all the capabilities and features Propseller needed to transform its WhatsApp communications. 

Bird Flows allows Propseller’s client success team to automate communications and route high-priority prospects to internal sales team members. The Bird platform makes it easy for Propseller to create targeted messaging specific to scheduling reminders, lead generation, customer engagement, and other use cases.

Those slow response times? Once Propseller was onboarded with Bird, they improved response times by 60%. 

Bird Inbox provides a central destination where all WhatsApp messages can be collaboratively managed by Propseller. Messages can be tagged based on their content and urgency, accelerating responsiveness and streamlining customer communications.

Prioritization for customer inquiries

Through message tagging and collaborative communications, Bird Inbox ensures that Propseller’s sales team is quick to identify and respond to customer inquiries sent through WhatsApp. 

Customized Bird Flows can automate much of this work, using tags to categorize prospects while automatically scoring leads based on their potential value. 

“One of the biggest impacts achieved through Bird is the ability to easily delegate enquiries. We don’t miss out on promising leads anymore. We can quickly follow up with every inquiry we receive, which allows us to convert our enquirers into buyers much faster. Bird’s platform also allows multiple people to be working on enquiries at the same time, without any confusion.” - Taylor Jim, Head of Operations at Propseller.

Automated responses to common questions

As WhatsApp volumes increase, automated messaging is helping Propseller manage the resource cost of responding to each inquiry or other communication. Flows can be set up to automatically return responses based on the type of question being asked.

Procedural messaging, such as appointment confirmation, dashboard updates, and other time-sensitive messages can all be automated through Bird instead of requiring manual intervention. This streamlines communications for both agents and customers and delivers the customer experience today’s consumers expect.

Efficient handling of cancellations and rescheduling

When appointments to view properties are canceled or rescheduled, fast notification to all affected parties is essential. Propseller uses the trigger actions functionality in Bird Flows to automatically send these messages and facilitate timely updates about these viewings.

“Our customers can utilize a pop-up that appears when they need to reschedule or cancel a viewing. They can click on the button easily and request the cancellation. When that request is made, someone from our team can reach out to discuss alternative viewing options. This approach reduces the inefficient back-and-forth that often happens when setting these appointments.” - Taylor Jim

The result: A surge in WhatsApp messaging ROI

Bird’s platform helped Propseller upgrade its customer experience with faster, more efficient communications that help them sell more houses, faster, and scale with the company’s growth.

“In our ecosystem, the faster that we can have customers confirm a property viewing, the faster we sell the houses. We’re able to operate with more speed, organization, and clarity because of Bird.” - Taylor Jim. 

Bird’s automated flows and inbox management tools have helped Propseller achieve the following outcomes:

A 250% increase in sales conversions

Propseller’s most important KPI is its arranged viewings rate, which translates to increased sales. The speed and volume of its arranged viewings lead to more property sales facilitated through its platform.

After switching its WhatsApp strategy to Bird, Propseller achieved a 250 percent increase in its sales conversions, demonstrating the value of Bird’s platform while helping the real estate brand build momentum for continued growth.

Improved response times for a better customer experience

Bird helps Propseller communicate faster and more efficiently with its customers. Timely messaging around touchpoints like arranging viewings and updating appointments reduces friction in the property buying process.

Wait times, which have reduced by 60%, help potential buyers quickly arrange viewings for the properties they’re interested in buying, increasing sales conversion opportunities while improving the overall customer experience.

Through lead qualification, automated messaging, and inbox prioritization tools, Bird has also reduced the administrative burden on client success and sales teams. 

Bird’s Flow Heatmap has become an important tool helping Propseller monitor the progress of incoming WhatsApp messages. As message traffic comes in, this data can support sales conversion efforts while helping Propseller plan the allocation of its in-house real estate agents based on the arranged viewing requests.

About Bird

Bird’s mission is to create a world where communicating with a business is as easy as talking with a friend. We power communication between businesses and their customers — across any channel, always with the right context, and on every corner of the planet. If you’ve ever ordered takeaway, returned a package, contacted customer service, or requested a login code, it’s almost guaranteed your interactions have been powered by Bird’s technology.

Our platform, our applications, and our APIs help businesses streamline conversations through their customers’ preferred channels — like WhatsApp, Email, SMS, Voice, WeChat, Messenger, Instagram - and build powerful and engaging experiences. Bird's out of the box functionality and omnichannel expertise tips the scales for knowledge workers and helps them be productive right away, with tools to build great marketing campaigns, customer service experiences, or automated business processes.

Headquartered in Amsterdam, Bird processes over 5 trillion+ messages, calls, and emails for over 29k+ customers such as; Google, Facebook and Uber across channels like WhatApp, Email, SMS, and many more. Founded in 2011, we have grown to a powerhouse team of 800+ employees who represent more than 55 nationalities, and we’re proud to be a “Remote Friendly” company.

About Propseller

Propseller is a tech-powered real estate agency that offers consumers the most reliable way to successfully and efficiently sell, buy, or rent a property. Combining cutting-edge technology with its in-house team of top-tier real estate agents, Propseller is on a mission to transform the property market in Singapore by ensuring faster transactions, higher prices, and a significantly lower commission rate from as low as 1% —half of what is charged by traditional agents. 

Founded in 2018 and headquartered in Singapore, Propseller is backed by prominent investors, including Vertex Ventures South East Asia and India (the venture capital arm of Singapore's state investor Temasek Holdings), and notable angel investors like Jani Rautiainen (co-founder of PropertyGuru) and Marta Higuera (co-founder of OpenAgent).