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Watch again: Communication trends & the impact on client experience

Led by Moneypenny’s Head of Finance Sector, Louise Walpole, and IRIS’s Product Marketing Sector Lead, Eva Mrazikova, this session unveils how your clients behave when contacting your firm; deep-diving into channel preferences, emotional triggers behind a call vs. live chat, generational mindset, and lots more. 

Perfect for customer-centric firms who want to better understand the psychology and preferences of their clients, this webinar covers:

– Contact channels your clients are most likely to be using

– Latest statistics on telephone calls, volumes, durations and triggers 

– The emotional factors at play when someone chooses to call 

– What callers hate hearing – from annoying hold music to being asked to go online 

– The true impact of a good vs. bad experience when contacting a business 

– The digital channel crossover – how consumers really feel about live chat, chatbots, voice recognition and online forms

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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