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[Free HubSpot CRM](https://www.hubspot.com/products/crm) [Overview of all products](https://www.hubspot.com/products/get-started) - ### Marketing Hub Marketing automation software [Free and premium plans](https://www.hubspot.com/products/marketing) - ### Sales Hub Sales software [Free and premium plans](https://www.hubspot.com/products/sales) - ### Service Hub Customer service software [Free and premium plans](https://www.hubspot.com/products/service) - ### Content Hub Content marketing software [Free and premium plans](https://www.hubspot.com/products/content) - ### Data Hub Data management software [Free and premium plans](https://www.hubspot.com/products/data) - ### Revenue Hub CPQ, billing, and payments software [Free and premium plans](https://www.hubspot.com/products/revenue) - ### Smart CRM AI-powered, flexible CRM software [Learn more](https://www.hubspot.com/products/crm/ai-crm) - ### Agent Hub Your central home for building and managing AI agents across the platform [Learn more](https://www.hubspot.com/products/artificial-intelligence) - ### Small Business Bundle The Starter edition of each product, built for startups and small businesses [Learn more](https://www.hubspot.com/products/crm/starter) - ### AEO (Beta) Answer engine optimization tools that track and improve your brand's visibility in AI results [Learn more](https://www.hubspot.com/products/aeo) - ### HubSpot Marketplace Connect your favorite apps to HubSpot [See all integrations](https://ecosystem.hubspot.com/marketplace/apps) - Solutions Solutions - By Use Case - By Team Size - Why HubSpot? - ## Marketing - ### [Generate leads](https://www.hubspot.com/use-case/generate-leads) Convert visitors into contacts for your database. - ### [Automate marketing](https://www.hubspot.com/use-case/automate-marketing) Create campaigns with automation and AI. - ## Sales - ### [Build pipeline](https://www.hubspot.com/use-case/build-sales-pipeline) Generate a pipeline of high-quality prospects. - ### [Close deals](https://www.hubspot.com/use-case/close-more-deals) Streamline your process and close more deals faster. - ## Customer Service - ### [Scale support](https://www.hubspot.com/use-case/scale-customer-service-support) Support customers at scale with AI and a help desk. - ### [Drive retention](https://www.hubspot.com/use-case/drive-customer-satisfaction) Identify opportunities to improve customer health. - ## Content - ### [Create content](https://www.hubspot.com/use-case/create-content-for-customer-journey) Easily craft content for your audience, with help from AI. - ### [Manage content](https://www.hubspot.com/use-case/manage-content) Organize, update, and distribute content in one place. - ## Startups & Small Businesses - ### [Find and reach customers](https://www.hubspot.com/use-case/find-and-reach-customers) Generate leads through content, AI, and automation. - ### [Grow sales and get paid](https://www.hubspot.com/use-case/grow-sales-and-get-paid-faster) Prospect smarter and automate payments. - ### [Organize customer data](https://www.hubspot.com/use-case/understand-and-organize-customer-data) Unify your team and data on one platform. - ## Artificial Intelligence - ### [Resolve customer queries 24/7](https://www.hubspot.com/products/artificial-intelligence/ai-customer-service-agent) Scale customer service with an AI customer agent. - ### [Automate sales prospecting](https://www.hubspot.com/products/sales/ai-prospecting-agent) Identify and engage high-value leads with an AI prospecting agent. - ### [Research customers faster](https://www.hubspot.com/products/artificial-intelligence/ai-data-agent) Get instant answers about your customers with an AI data agent. ## By Team Size - ### For Small Businesses & Startups HubSpot’s all-in-one Starter Customer Platform helps your growing startup or small business find and win customers from day one. [Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) - ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) ## Why HubSpot? - ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) - ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) - ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. 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[Learn more about HubSpot’s Starter Customer Platform](https://www.hubspot.com/products/crm/starter) -  ### For Enterprises With HubSpot’s integrated Enterprise Customer Platform, you don’t have to sacrifice power for ease of use. [Learn more about HubSpot’s Enterprise Customer Platform](https://www.hubspot.com/products/crm/enterprise) - Why HubSpot? - ## Why HubSpot? -  ### Why Choose HubSpot? After just one year, HubSpot customers acquire 129% more leads, close 36% more deals, and see a 37% improvement in ticket closure rates. [Learn more about why how HubSpot’s solution is different](https://www.hubspot.com/why-choose-hubspot) -  ### Case Studies Explore examples of companies like yours from all over the globe that use HubSpot to unite their teams, empower their businesses, and grow better. [See all case studies](https://www.hubspot.com/case-studies) -  ### Spotlight: Product Updates Learn about HubSpot’s featured product releases and announcements in this semi-annual product showcase. [Explore product updates](https://www.hubspot.com/spotlight) - [Pricing](https://www.hubspot.com/pricing/marketing) - Resources Resources - ## Featured Links - [Spotlight: Product Updates](https://www.hubspot.com/spotlight) - [What's New in HubSpot](https://www.hubspot.com/new) - [Why Choose HubSpot?](https://www.hubspot.com/why-choose-hubspot) - [Sustainability](https://www.hubspot.com/sustainability) - ## Community & Events - [UNBOUND Event](https://unbound.hubspot.com) - [Webinars](https://www.hubspot.com/resources/webinar#resource-library-page-headers) - [HubSpot Community](https://community.hubspot.com) - [HubSpot User Groups](https://www.hubspot.com/hubspot-user-groups) - ## Partners - [Solutions Partner Program](https://www.hubspot.com/partners/solutions) - [Technology Partner Program](https://www.hubspot.com/partners/app) - [Affiliate Partner Program](https://www.hubspot.com/partners/affiliates) - [Education Partner Program](https://academy.hubspot.com/education-partner-program) - [Startup Partner Program](https://www.hubspot.com/startups/partners) - ## Education - [The Loop Marketing Playbook](https://www.hubspot.com/loop-marketing) - [What Is Inbound Marketing?](https://www.hubspot.com/inbound-marketing) - [HubSpot Blogs](https://blog.hubspot.com) - [Free Courses & Certifications](https://academy.hubspot.com) - [Ebooks, Guides & More](https://www.hubspot.com/resources) - [HubSpot Knowledge Base](https://knowledge.hubspot.com) - ## Tools - [Website Templates](https://ecosystem.hubspot.com/marketplace/templates) - [Developer Tools](https://developers.hubspot.com) - ## Services - [Onboarding](https://www.hubspot.com/services/onboarding) - [Premium Support](https://www.hubspot.com/services/premium-support) - [Hire a Solutions Partner](https://ecosystem.hubspot.com/marketplace/solutions) - About About - [About Us](https://www.hubspot.com/our-story) - [Careers](https://www.hubspot.com/careers) - [Contact Us](https://www.hubspot.com/company/contact) - [Investor Relations](https://ir.hubspot.com) - [Management Team](https://www.hubspot.com/company/management) [Start free or get a demo](https://www.hubspot.com/products/get-started) [Log in](https://app.hubspot.com/login) - English Select a language - [日本語](https://www.hubspot.com) - [Deutsch](https://www.hubspot.com) - [English](https://www.hubspot.com) - [Español](https://www.hubspot.com) - [Português](https://www.hubspot.com) - [Français](https://www.hubspot.com) - High Contrast - [Customer Support](https://help.hubspot.com) - [Contact Sales](https://offers.hubspot.com/contact-sales) - [Case Studies Overview](https://www.hubspot.com/case-studies) - [Directory](https://www.hubspot.com/case-studies/directory) - eXp Realty  # How eXp Realty Keeps Homebuyers and Sellers Moving Toward Closing by Resolving 68% of Inquiries Around the Clock with HubSpot Customer Agent Real Estate Large Enterprise  - 68% resolution rate in Q1 - 45% early accuracy rate - 24/7 AI-powered support Use Cases - Scale Support - Improve Service Products - [Service Hub](https://www.hubspot.com/products/service) Featured - Customer Agent ### Story Overview eXp Realty, the world’s largest independent cloud-based real estate brokerage, used HubSpot’s Breeze Customer Agent to deliver 24/7 support for 80,000+ real estate professionals, achieving a 68% resolution rate with no added staffing cost. ### About Company eXp Realty is the world's largest independent cloud-based real estate brokerage, with over 82,000 real estate professionals across 29 countries, operating without traditional brick-and-mortar offices. #### The Background Real estate professionals work nights, weekends, and holidays, chasing deals and racing to beat competing offers. Their clients are making the largest financial decisions of their lives, and every hour of delay costs trust. Founded in 2009, eXp Realty is the world's largest independent cloud-based real estate brokerage, with over 82,000 real estate professionals operating across 29 countries. eXp built a fully virtual brokerage giving real estate professionals industry-leading commission splits, equity ownership, and a global network without the overhead of brick-and-mortar space. The company's identity has always been agent-centric, which means everything eXp does is measured by one question: does this make our real estate professionals more successful? That question drives product decisions, operations, and a serious investment in AI, including the launch of Mira, an AI-powered business assistant that gives every eXp real estate professional instant access to their own business data. Serving over 80,000 real estate professionals with the speed and quality they expect demands both the right tools and the right support.  #### The Challenge When a Real Estate Professional Can't Get an Answer, a Client Pays the Price For a real estate professional working on 100% commission, every unanswered question has a cost. When someone is stuck waiting on an answer about how to update their W-9, reset their portal login, or understand a state regulation, every minute spent waiting is a minute not spent with clients or writing offers. That upstream cost was something Emily Herbst, Manager of Solutions Delivery at eXp Realty, understood clearly. With a US and Canada base of 80,000 real estate professionals, eXp's Expert Care team, the Level 1 support group responsible for handling general inquiries, was fielding a constant, high-volume stream of questions. Most were predictable: login issues, tax documentation, team qualification thresholds, state-specific regulations. Every question had a clear, quick answer, yet each one still required a human to handle it. The Cost of 24/7 Human Coverage To make sure real estate professionals were never left waiting, eXp had staffed support 24 hours a day, seven days a week, including offshore teams to cover overnight and weekend volume. 24/7 human staffing reflected eXp's values and carried a real financial and organizational cost. The Expert Care team was capable of more sophisticated, high-touch work, but a large share of their time was absorbed by repetitive, Level 1 inquiries arriving at all hours. At the same time, eXp's leadership was already looking ahead. The same culture that had produced Mira was asking a harder question: if AI could improve how real estate professionals accessed their own data, it could improve the support they received too. Emily saw the opportunity. She brought it to Lisa Munyon, Vice-President, Expert Care Desk, with a straightforward case. HubSpot Customer Agent could take on the Level 1 volume, free the Expert Care team for complex issues and escalations, and provide coverage around the clock without the cost of additional staffing.  #### The Solution What Changes for the People They Serve The rollout started with chat. The team chose chat deliberately. It wasn't the highest-volume channel, which made it a controlled environment to evaluate performance, handoffs, and accuracy before expanding. The knowledge base was built from eXp's internal documentation, and HubSpot's quick response suggestion feature helped the team create and refine articles faster than a manual-only process would have allowed. Customer Agent's accuracy was evident from the start, returning specific answers that matched what real estate professionals had actually asked. Lisa noted how quickly Customer Agent absorbed the knowledge base and how accurate its early responses were. "What impressed me most was how the Customer Agent Chatbot delivered accurate answers our team could trust. By closely watching our rising accuracy rates and our agents' feedback, we reached our ultimate goal: freeing up our concierges to deliver white-glove service for our most complex inquiries." — Lisa Munyon, Vice-President, Expert Care Desk Built-In Visibility, No Dashboard Required HubSpot's native analytics provided the visibility the team needed from day one, including source performance reporting that showed which knowledge sources were driving resolved conversations and which ones were creating gaps. Those reports became a working tool. The knowledge gap data pointed directly to articles that needed updating, and as the team made those improvements, accuracy and resolution rates climbed. By the end of Q1, Customer Agent was resolving 68% of inquiries without any human involvement. Customer Agent took on overnight coverage and the routine volume that had previously required offshore staffing, allowing eXp to reduce that cost and shift the Expert Care team toward higher-value work.  #### __The Transformation__ Real Estate Professionals Get Their Answers. Their Clients Get Their Full Attention When a real estate professional resolves a support issue quickly, they show up fully for their client. From Cautious Launch to Hard-Earned Confidence They started with chat, measured results closely, and updated the knowledge base based on the gaps Customer Agent's own analytics revealed. Starting at 45% accuracy, performance improved steadily as the knowledge base grew, and the speed at which Customer Agent absorbed volume signaled broader potential across all support channels. eXp is now weighing whether to expand Customer Agent to email, the channel that carries the highest volume of support inquiries. eXp has a proven model for 24/7 AI-powered coverage with real-time performance visibility built into the platform. Table of Contents Table of Contents - [The Background](https://www.hubspot.com#the-background) - [The Challenge](https://www.hubspot.com#the-challenge) - [The Solution](https://www.hubspot.com#the-solution) - [The Transformation](https://www.hubspot.com#the-transformation)  > Instead of spending resources on building our own dashboards, we were able to use HubSpot's built-in tools right away. It was a nice relief to have that level of insight provided at no extra resource cost, and it has streamlined our launch. Emily Herbst Manager of Solutions Delivery [eXp Realty](https://exprealty.com/) [](https://exprealty.com/)  ### Start Growing With HubSpot Today With tools to make every part of your process more human and a support team excited to help you, growing your business with HubSpot has never been easier. [Get a demo](https://offers.hubspot.com/crm-platform-demo) ##### Related Case Studies -  ### eXp Realty communicates seamlessly with 90,000+ agents through HubSpot - Real Estate - Large Enterprise - United States * * * [Read more](https://www.hubspot.com/case-studies/exp-realty) -  ### How Middleby Corporation Gave Restaurants Faster Answers and Got 15 Hours Back Every Week with Customer Agent on HubSpot - Large Enterprise - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/middleby-corporation) -  ### How a Two-Person Wealth Firm Saves $70K+ a Year and Makes Every Client Feel Seen with HubSpot Agent Builder - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/concierge-wealth-management-agent-builder) -  ### How Qwikkit Produced the Right Content Faster to Get Property Managers the Renovation Answers They Needed on AI with HubSpot's Content Agent - Real Estate - United States * * * [Read more](https://www.hubspot.com/case-studies/qwikkit-content-agent-aeo) - 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United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) -  ### How Bitfocus Makes Sure No Frontline Worker Waits Overnight for an Answer with HubSpot's Customer Agent - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/bitfocus-customer-agent) -  ### How ISSA Gets Answers 4x Faster for Aspiring Health & Fitness Professionals with HubSpot's Customer Agent - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/issa-customer-agent) -  ### eXp Realty communicates seamlessly with 90,000+ agents through HubSpot - Real Estate - Large Enterprise - United States * * * [Read more](https://www.hubspot.com/case-studies/exp-realty) -  ### How Middleby Corporation Gave Restaurants Faster Answers and Got 15 Hours Back Every Week with Customer Agent on HubSpot - Large Enterprise - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/middleby-corporation) - 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United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/riverside-insights-unified-crm) -  ### How Panoramic Doors Gives Every Homeowner Expert Answers at the First Click with HubSpot's Customer Agent - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/panoramic-doors-customer-agent) -  ### How Bitfocus Makes Sure No Frontline Worker Waits Overnight for an Answer with HubSpot's Customer Agent - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/bitfocus-customer-agent) -  ### How ISSA Gets Answers 4x Faster for Aspiring Health & Fitness Professionals with HubSpot's Customer Agent - United States - Service Hub * * * [Read more](https://www.hubspot.com/case-studies/issa-customer-agent) [See all case studies](https://www.hubspot.com/case-studies/directory) [Back to top](#) Back Close ## Popular Features - [All Products and Features All Products and Features](https://www.hubspot.com/products) - [HubSpot AEO HubSpot AEO](https://www.hubspot.com/products/aeo) - 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