Brand
QuintoAndar expanded its communication channels by introducing utility messaging on WhatsApp, improving property owner response rates, doubling conversation interactions and elevating customer satisfaction scores.
Their Story
A residential real estate platform in Brazil
QuintoAndar is one of Latin America’s largest residential real estate platforms. The company digitized the entire rental and sales experience from credit analysis and scheduling to digital contract signing, by removing traditional barriers such as guarantor requirements and excessive paperwork.
Their Goal
Fix the rental journey’s slowest moment
To improve the customer experience, QuintoAndar looked closely at one of the most decisive moments of the rental journey: the property inspection at the end of a lease.
Fast communication with property owners was essential to close one contract and prepare the home for the next tenant. It identified this moment as an opportunity to improve engagement. Only 22% of property owners who used the platform were active at that stage, and the response rate to notifications on QuintoAndar’s app was 30%. This resulted in delayed inspections and repairs, high follow-up costs from trying to manually reach unresponsive property owners and friction that hurt customer satisfaction scores.
“Meeting our property owners where they already spend their time was key to streamlining communication. Integrating WhatsApp allowed us to offer a more convenient, native conversational experience, driving significantly higher engagement and satisfaction during critical steps of the rental journey.”
Carolina Freitas
Staff Product Manager, QuintoAndar
Their Solution
Meeting owners on the app they use
Recognizing that many property owners already used WhatsApp as their primary daily communication channel, QuintoAndar decided to offer an integrated WhatsApp channel alongside its official app.
QuintoAndar expanded its use of messaging by giving property owners the option to receive important updates directly via its WhatsApp Business Account. Through automated messaging flows built on utility message templates on WhatsApp, property owners received timely notifications regarding inspection scheduling, updates and pending actions. When direct support was needed, QuintoAndar analysts could seamlessly continue the conversation within the same thread, keeping the entire experience in one place.
Their Success
Faster responses, happier property owners
Across a two-month evaluation period, January–February 2026, the channel expansion yielded strong improvements in engagement and satisfaction:
- 2.6X increase in property owner response rate compared to its usual approach, attributed to utility messages on WhatsApp*
- 2X more conversation interactions, enabling faster resolution compared to its usual approach, attributed to utility messages on WhatsApp*
- 6.6-point increase in Net Promoter Score, attributed to utility messages on WhatsApp*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
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