How one builder transformed their online engagement and turned passive visitors into qualified leads—without increasing traffic.
The Background: A Website with Traffic, but No Engagement
This Colorado-based home builder had a solid web presence, drawing over 15,000 unique monthly visitors. However, despite this volume, their website conversion rate sat at a frustrating 0.52%—far below what’s needed to drive sustainable growth. Like many builders, they relied mostly on website forms to capture interest.
Without a more interactive real-time solution, valuable prospects were bouncing—unengaged and unconverted.
Highlights:
- 138% Increase in Website Conversion Rate
From 0.52% to 1.23%, driven by proactive chat engagement - 171% More Inquiries Captured
By turning website visits into real-time conversations - 35% Chat-to-Lead Conversion Rate
From 164 managed chats monthly, 58 became qualified leads - $10 Average Cost per Lead
Live chat delivered high-value leads with measurable ROI
Services Provided:
- Customer Experience Solutions: Real-time chat support, optimized for home buyers
- Lead Capture Optimization: Chat-to-lead conversion tracking and analytics
- Sales Funnel Enhancements: Increased engagement at the top and middle of the funnel
The Challenge: Traditional Lead Capture Wasn’t Cutting It
Despite strong traffic, most users left the website without taking action. They have a busy Online Sales Consultant (OSC), and didn't feel they could launch a proper chat service without increasing staff, which was not an option. The builder needed a solution that could:
- Engage visitors at the exact moment of interest
- Provide helpful, real-time responses to questions
- Capture leads without forcing long forms
- Improve ROI on digital marketing efforts
The Solution: Human-Enabled, Managed Live Chat
Partnering with Bokka, the builder piloted a human-enabled live chat feature. Rather than waiting for users to fill out a form, the managed chat tool proactively engaged visitors with a friendly, helpful concierge-style interface. It is NOT a chat bot, and also not manned by an actual employee of the builder. So we outsourced the chat agent to a sales team that's trained on product and process specific to this builder.
Chat agents answered questions, qualified prospects, and ensured no opportunity slipped through the cracks.
Results & Analysis:
Website Conversion Rate
Before: 0.52%
After: 1.23% — a 138% increase
Lead Volume from Live Chat
164 chats/month → 58 leads/month
35% chat-to-lead conversion rate
Return on Investment
< $1,000/month cost
~$10 cost per lead — highly efficient for the home building industry
A Smarter Way to Capture Buyer Interest
This builder didn’t need more traffic—they needed better engagement. Managed live chat made that happen. By offering real-time assistance, answering key questions, and qualifying visitors, they unlocked the potential of their existing site traffic.
More importantly, it delivered qualified leads to the sales team—leads ready to take the next step in the buyer journey.
FAQs: Live Chat for Home Builders
1. Is live chat worth it for home builders?
Yes, live chat is a highly effective and cost-efficient tool for home builders. In this case study, a Colorado builder increased their website conversion rate by 138% and generated leads for under $10 each—demonstrating a clear ROI without needing to increase traffic.
2. How does live chat help convert more home buyer leads?
Live chat engages visitors at the moment of interest, answers questions in real time, and captures contact info from qualified prospects. It bridges the gap between passive browsing and active inquiry—turning more traffic into sales opportunities.
3. What’s the average cost per lead with managed live chat for home builders?
In our example, the cost per lead was under $10, with a monthly spend of less than $1,000. This is significantly lower than typical paid ad costs, making it one of the most affordable lead capture tools available.
4. What kind of lift in conversions can home builders expect from live chat?
Builders can expect conversion rate improvements of 100% or more when managed live chat is implemented strategically. This builder saw a jump from 0.52% to 1.23%—a 138% increase in total conversions.
5. Does live chat work even if your website already gets traffic?
Absolutely. Live chat doesn’t require more traffic—it maximizes the traffic you already have by increasing engagement and reducing bounce rates. It helps ensure that more of your visitors convert into leads.
6. How many leads can live chat generate for a home builder?
This builder generated 58 additional leads per month directly from chat, representing a 35% chat-to-lead conversion rate. That’s 58 more sales conversations without a single additional ad dollar spent.
7. What’s the difference between managed live chat and AI chatbots for builders?
Managed live chat uses real people to engage visitors in natural, helpful conversations, while chatbots rely on pre-programmed responses. For home builders, managed chat often delivers better conversion rates and buyer satisfaction.
8. Is live chat only useful for first-time buyers?
Not at all. Both first-time and repeat buyers benefit from live chat. It provides real-time answers and personalized support for anyone navigating the home buying process online.
9. What KPIs should builders track to measure live chat success?
Key performance indicators (KPIs) include:
- Chat volume
- Chat-to-lead conversion rate
- Cost per lead (CPL)
- Website conversion rate before vs. after implementation
- Engagement duration (time spent on site)
10. What’s the best way to implement live chat on a builder website?
Partner with a managed live chat provider who understands the home buying journey. Ensure the chat tool is visible, mobile-friendly, and staffed during peak traffic hours. Integration with your CRM also boosts follow-up effectiveness.
11. Do I need to hire someone to manage live chat, or can I outsource it?
You don’t need to hire in-house staff to manage your website chat. Many builders successfully outsource live chat to managed service providers or online sales concierges (OSCs) who specialize in engaging prospects in real time. Outsourcing ensures coverage during peak hours (including evenings and weekends), consistent messaging, and professional lead qualification—without the overhead of hiring, training, or managing additional team members.
You Can Get Similar Results
If your site is getting traffic but not converting, live chat might be your missing link. This Colorado builder proves that adding a human touch at the right moment can turn browsers into buyers.
Want to see what this could look like on your website? Let’s talk.
Bokka Group helps builders engage smarter, convert faster, and close more deals—with proven tools that move the needle.