How Neocasa Stopped Losing Buyers to Unanswered Messages
Andrei Cleciu's agents were at viewings, at the notary, or off on weekends, while serious buyers messaged and moved on. Estera Concierge made sure no inquiry went unanswered.
100%
After-hours inquiries answered
< 1 min
Response time
+55%
Viewings booked automatically
Neocasa is a Bucharest-based real estate agency led by Andrei Cleciu, specialising in residential sales and new development projects. With a strong social media presence and a steady stream of inbound interest, the agency rarely had a shortage of leads. The problem was timing.
The Problem
Real estate doesn't follow a 9-to-5 schedule — but agents do. When a potential buyer sees a listing on a Saturday evening and sends a WhatsApp message, the agent is at dinner or with family. When they message at 11am on a Wednesday, the agent is likely at a property viewing or signing papers at the notary. By the time anyone replies, the buyer has already moved on.
“I'd come out of a viewing or a notary appointment and find three unanswered messages from people who had already gone cold. Those weren't bad leads, I just wasn't there when it mattered.”
The Solution
Estera Concierge was connected to Neocasa's WhatsApp Business number and trained on every active listing, prices, locations, sizes, availability, and common buyer questions. The moment a message arrives, at 8pm on a Friday, during a Saturday viewing, or while Andrei's team is at the notary, Estera responds instantly. It answers questions in full, keeps the conversation going, and books viewings directly into the agent's calendar.
- Responds to every inquiry within 2 minutes, at any hour
- Covers evenings, weekends, and time spent at viewings or the notary
- Answers property questions with full listing details
- Books viewings without any back-and-forth from the agent
- Notifies the agent when a lead is ready to talk
The Results
100%
After-hours inquiries answered
Every message gets a reply — evenings, weekends, and during viewings
< 1 min
Response time
Regardless of what the agent is doing or what time it is
+55%
Viewings booked automatically
More viewings scheduled without a single back-and-forth from the agent
0
Leads lost to no-reply
No buyer goes unanswered while the team is unavailable
“I was losing buyers not because they weren't interested — but because I wasn't available at the exact moment they were. Estera fixed that. Every message gets a reply, and I find viewings already booked when I come out of a meeting.”
Neocasa now runs Estera Concierge across all active listings. Andrei's agents work the same hours, but the agency is effectively available around the clock, capturing interest the moment it happens.
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