Stream > Case Studies > Zumper's Transformation of Rental Marketplace Experience with Stream’s In-App Chat

Zumper's Transformation of Rental Marketplace Experience with Stream’s In-App Chat

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Buildings
Cement

Applicable Functions

Procurement

Use Cases

Building Automation & Control
Real-Time Location System (RTLS)

Services

System Integration

About The Customer

Zumper is a two-sided rental marketplace founded in 2012 with a mission to make renting an apartment 'easier, faster, and more human.' It is the third-largest and fastest-growing rental platform in North America, helping one in three people in the U.S. find their next home. Zumper aims to reduce the friction in the renting process for both renters and landlords through real-time search functionality, AI-powered tools, and in-app messaging. Their customer base ranges from large property management companies to individuals renting out their spare bedroom. With a user base of 90 million annually, Zumper is experiencing double-digit year-over-year growth.

The Challenge

Zumper, a two-sided rental marketplace, was facing a significant challenge in facilitating communication between renters and landlords. The initial contact was made through the platform, but all subsequent communication was conducted via email. This method was not only confusing for both parties but also posed a security risk as sensitive information like rental applications were shared over email. For landlords, managing multiple interested parties, scheduling tours, collecting applications, and processing fees via email was becoming unmanageable and leading to lost leads. The fragmented communication process was hindering the user experience and the overall rental journey.

The Solution

To address this challenge, Zumper decided to integrate Stream Chat API into their platform. This API was chosen for its scalability, real-time response capability, and robust tech support. The integration of in-app chat functionality provided a centralized platform for all housing-related communication, thereby streamlining the process and enhancing user experience. The chat feature also provided valuable insights into user behavior and interaction patterns through data analytics, enabling Zumper to continually improve their product. The decision to partner with an enterprise-grade API tech provider, instead of building an in-app chat feature themselves, allowed Zumper to focus on improving the user experience and overall rental journey.

Operational Impact

The integration of Stream Chat API has positioned Zumper for continued growth and has given the platform an advantage over similarly sized competitors. The in-app chat functionality has significantly improved the rental experience for both renters and landlords by providing a centralized platform for all housing-related communication. It has also enabled Zumper to understand user behavior and interaction patterns better, allowing for continuous product improvement. Preliminary user feedback has been positive, with landlords appreciating the convenience of having all interactions with potential tenants in one place. The team plans to add more features to further enhance the chat experience in the future.

Quantitative Benefit

Zumper helps 90 million users find rentals annually, which translates to millions of sent messages and leads.
Zumper is experiencing double-digit year-over-year growth.
Zumper is now one of the only two-sided rental marketplaces with in-app messaging functionality.