Your Property, Your Peace

NoBroker’s brand promise is “No Brokerage. Full Control.” For NRI (Non-Resident Indian) owners, we can deliver on that promise by adding empathy to our outreach.

TL;DR

🚨Problem

NRI owners feel spammed by immediate, unverified calls from NoBroker’s Relationship Managers (RMs), leading to high churn.

💡The Bet

Giving NRIs control over communication (“Quiet Mode”) and introducing their guide before any outreach (“Know Your Guide”) will build trust.

🎯Primary KPI

-20%

churn for NRI owners in the first 72 hours.

Context

NoBroker’s brand promise — “No Brokerage. Full Control.” — has strong emotional equity among Indian homeowners. But for NRI owners, that promise collapses within minutes of listing. Instead of a reassuring, tech-driven experience, they are bombarded with phone calls and WhatsApp messages from unknown Indian numbers — often marked “Spam Risk.” The same “proactive service” that feels helpful to Indian owners feels intrusive and unprofessional abroad.

Problem Statement

For NRI owners, NoBroker’s first human contact feels like chaos, not care.

  • Immediate RM calls create trust anxiety.
  • No visible proof of RM identity creates fear of scams.
  • Time-zone–insensitive outreach feels disrespectful.
  • The overall experience breaks NoBroker’s emotional promise of “independence.”

“Help feels pushy. The platform that promised freedom starts sounding like every broker I wanted to avoid.”

What NRI Owners Are Saying

Real feedback from NRI owners highlighting trust and communication pain points.

Trust Anxiety

Boston, USA

“Got a call from an unknown Indian number at 2 AM. The caller claimed to be from NoBroker but had no proof. How do I verify they’re real?”

Time Zone Insensitivity

London, UK

“I appreciate the help, but calling me during my work hours (your night) feels unprofessional. I’d rather control when to engage.”

Fear of Scams

Dubai, UAE

“Every Indian number calling me is marked as spam. I want to see who’s contacting me before I pick up—photo, name, verified badge.”

Control & Independence

Singapore

“NoBroker promised ‘Full Control.’ Yet here I am, feeling controlled by constant calls. Let me choose my pace.”

Before vs After

❌Before
  • •Unknown Indian number calls within minutes
  • •Marked as “Spam Risk” by carrier
  • •No proof of RM identity
  • •Time-zone insensitive outreach
  • •Feels like every broker they wanted to avoid
✅After
  • •72-hour grace period with email digest
  • •Know Your Guide profile with photo & ID
  • •WhatsApp verified business chat
  • •Weekly insights instead of interruptions
  • •True “Full Control” experience

Objectives

Reduce early churn

-20% churn

Improve trust signals

+20 NPS

Modernize CRM outreach

60% Quiet Mode adoption

Boost Conversion

+3% Premium Plan

Key Hypothesis

If NRI owners are given calm control (Quiet Mode) and transparent identity (Know Your Guide) before human outreach, they will feel safer, engage longer, and convert to paid services with higher intent and less cynicism.

Personas

Rajesh – The Independent Owner

Boston, USA

  • Tech-savvy, uses Zillow/Redfin.
  • Wants a self-serve, calm product flow.
  • Gets alarmed when Indian numbers call him at night.
  • ”Let me manage my home quietly and confidently.”

Meera – The Dependent Owner

London, UK

  • Relies on son for property listing.
  • Appreciates help, but anxious about scam calls.
  • ”Make me feel safe — I’ll reach out when I’m ready.”

Arjun – The Busy Investor

Dubai, UAE

  • Owns 3+ apartments.
  • Used to structured communication.
  • Finds random calls unproductive.
  • ”Respect my time — send me insights, not interruptions.”

The Solution: Calm Control & Transparent Identity

Two simple interventions that transform pushy outreach into intentional care.

Opens a full-screen preview. Best experienced in portrait mode.

🔇Phase 1

Quiet Mode

Let owners abroad control how and when NoBroker contacts them.

  • Automatic NRI Detection via phone code or IP
  • Consent Modal post-listing to choose communication preferences
  • Deferred RM Assignment for 72 hours if Quiet Mode is on
🛡️Phase 2

Know Your Guide

Build trust before voice contact.

  • Personalised guide profile with photo, badge, and location shared in-app
  • Trusted pathways via WhatsApp Business chat or email launched from the profile
  • No calls until the owner acknowledges the guide inside the app

The Journey: Chaos to Calm

❌ Current Journey

1

List Property

Owner creates listing

2

Immediate Call

Unknown number within 5 mins

3

Trust Anxiety

Marked as spam, fear of scam

✗

High Churn

72-hour abandonment spike

✅ New Journey

1

List Property

Owner creates listing

2

Quiet Mode Prompt

Choose communication preference

3

Know Your Guide

Owner checks guide profile before engaging

✓

Engaged Owner

Higher trust, better conversion

Feature Detailing

Quiet Mode

Consent Modal: UI prompt to select communication mode.

Preference Options: WhatsApp Digest, Email Only, Call Later, No Contact (3 Days).

Call Blocking: Automatic 72-hour block if Quiet Mode is ON.

Dashboard Status: “Quiet Mode ON - Next Summary: Mon 10 AM IST.”

Know Your Guide

Verified Handshake: Profile card with RM name, photo, badge, and role.

Mandatory Acknowledgment: Calls disabled until the user views the card.

Verified Communication: All outreach via verified channels (e.g., WhatsApp Business).

Weekly Visibility Digest

Delivery: Once a week via preferred channel (WhatsApp/Email).

Content: Views, shortlists, and actionable tips (e.g., “Add balcony photos”).

Edge Cases & Mitigations

User uses Indian SIM abroad

Quiet Mode not triggered automatically. Add IP + timezone detection.

Consent modal skipped

Default = Email Only. Reminder banner after 24 hours.

RM manually assigns contact

Blocked by CRM flag. Display “User in Quiet Mode” alert.

RM calls without verification

Deny CRM access. Log violation + auto-escalate.

API delay on verified card

Fallback to email. Maintain consistent tone.

Owner disables all contact

CRM label = Do Not Contact. In-app toggle to re-enable.

Owner has multiple listings

Assign one “Primary RM” visible across all listings.

UX Guidance

🪄 Design Tone: “Professional Calm”

No bright CTAs or sales-driven copy. Use muted colors, sans-serif typography, and whitespace to signal composure.

Quiet Mode Modal

Tone: calm, choice-driven.

Dashboard Tag

Minimal design; non-intrusive.

Know Your Guide Card

Strong visual proof (🛡️ icon, verified green).

Weekly Digest

Informative, concise, reassuring.

Technical Feasibility

Assumptions

  • CRM supports tagging and delayed queueing.
  • RM metadata exists in central DB.
  • WhatsApp API integration is active.
  • Country detection is available.

Implementation Plan

  • Phase 1 (2 weeks): Quiet Mode MVP
  • Phase 2 (2 weeks): Know Your Guide rollout
  • Phase 3 (1 week): Weekly Digest

Release Readiness Criteria

Functionality

  • Auto NRI detection working.
  • Consent capture stored correctly.
  • Verified RM card displayed.

Performance & Reliability

  • CRM sync delay < 1 second.
  • UI response time < 200ms.
  • Consistent mobile UI.

Rollout Strategy

Alpha

Internal NRI test (10 users) to validate UX tone.

2 weeks

Beta

Bangalore & Pune (1K NRI users) to measure churn delta.

3 weeks

Launch

Expand to top 5 NRI regions to achieve >60% opt-in.

4 weeks

Global

UAE, US, UK, Singapore with a brand refresh campaign: “Your Property, Your Peace.”

Ongoing

Competitive Context

PlatformApproachGap We Address
Zillow / Redfin (US)Calm dashboard UX, minimal human contact.Trustworthy but impersonal — we add a verified human layer.
MagicBricks / 99acres (IN)Immediate calls and aggressive upsells.Feels noisy and outdated — we introduce calm, timezone-aware communication.
NoBroker (Current)Hybrid model but lacks contextual empathy.Needs global mindset — we tailor the experience for the NRI segment.

Future Opportunities

Timezone-Smart CRM Routing

Automatically assign RMs based on the user’s local time.

RM Video Verification Badges

Add another layer of trust with video validation.

AI-Driven Performance Insights

Enhance the Weekly Digest with machine-learning-based tips.

Unified NRI Dashboard

A consolidated view for multi-property owners.

Success Metrics

Conversion

Premium Plan

↑+3% increase

55% → ≥70%

D7 retention (NRI)

↑+27% improvement

60%

Quiet Mode adoption

🎯Target achieved

25 → 45+

NPS (NRI owners)

↑+20 points

Final Reflection

“This initiative doesn’t add features — it adds empathy. It reframes help from urgency to intentionality.”

For Indian users, speed means care. For NRIs, calm means care. Both can coexist if context is built into the system. “NoBroker shouldn’t sound louder just because the owner is farther.” Quiet Mode and Know Your Guide let NoBroker keep its promise — “No Brokerage” now truly means “No Pressure.”