How I: Pivoted from online platform to offline service Video Lecture | "How I" by Google Developers - IT & Software

hi my name is Lumumba logan co-founder
toledo common injury Toledo combined G
is Nigeria's busiest online real estate
platform we have since inception B been
able to come up with a three-part system
find the house in three easy steps look
on our website see the property that
you're interested in and then we attach
you to one of off line agents who would
then help you find would then basically
walk you through the process or gates in
the house what we did was to basically
have absolutely no human interaction
with our users we had started a
classifieds website at the time and what
we did we basically did not interface
with the users that much
however just from a contact page alone
we then started getting emails when
undated with emails with basically
requesting for certain changes to be
made to our website and asking for
different types of services which we did
provide at the time what we decided to
do after that was the set up our
customer service customer service center
we put up phone numbers on the website
beside the book and inspection tab what
we found was an uptick in the amount of
people that we read actually reaching
out to us within the space of about one
week we saw like it's only a percent
increase in numbers in number of users
who actually called were actually
contacting us and asking to view
properties that they had seen on the
website there is always a market for
someone to come and solve that problem
and we did the mats we taught them we
talked around with with our pilot team
pilots in my ready we are pilot the
pilot testers already gone out we had
gotten feedback we had looked at our
business model we have spoken to partner
agencies we everything basically we had
we made sure everything added up and
even though to the most part a lot of
people on the
outside thoughts that we were making a
big mistake we knew we knew from our
research that we were actually doing the
right thing and that was probably the
best thing that happened that happened
to our business because at the end of
the day we were basically trying to
listen to our customers our customers
were giving us feedback telling us what
they wanted us to do and we knew that as
so long as we kept the customer happy
business was going to be good we now
find out that 90% of the users of the
Toledo come to ng service actually come
to us via the phone calls they still use
the website they use the website no
nonetheless they still prefer to
actually call and speak to speak to a
member of our customer service team ask
questions and get clarifications before
they then go on to actually decide to go
view the property anybody out there who
is thinking about launching a new
product or launching a new feature as so
long as that feature that you are adding
to your business is very key and crucial
to your user I can personally assure you
that you should remain go out there and
launch our feature so long as your
customers are asking for it then they
will be willing to use it and it could
probably the next probably the biggest
thing that will change the face of your
business from a very very small company
to very very huge powerhouse
you