When did you realise you needed support?
“Our website forms were either being abandoned part way through or not being completed at all, meaning customers and prospects weren’t interacting with our website and potential new enquiries were being missed. It soon became clear we also required support delivering a consistent call experience across our international branches. Recognising the need for more real people to capture online and offline opportunities, we contacted Moneypenny to discuss their services.”
What does good customer service look like?
“Customers should feel as though they’re cared for, and that someone is responsive to their needs. We believe this should be initiated from the first touchpoint and shown throughout their entire journey with us.”
How has Moneypenny changed your business?
“Where we could only offer delayed responses previously, our Moneypenny team now provides real-time support 24/7, 365. Whether queries come in over the phone or through the website, we always have a happy, professional person on hand to manage them and make sure they’re directed to the correct team – leaving prospects confident their enquiry is handled promptly.”
What are the key benefits?
“Call and live chat support allows us to operate at any time and deliver a consistent service no matter where customers are enquiring from, ultimately streamlining their experience. Our sales cycle has improved thanks to Moneypenny too, as appointments are being booked in much faster and more efficiently, so the benefits have been felt both by us and customers.”
Any advice for other businesses?
“Focus on what your customers value. For us, this meant offering a high quality service, and having Moneypenny – a provider who’s dedicated to handling enquiries all day, every day, and doing it well – enables us to do so.”