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Seamless service for Autotech Recruit

Faye Drage, HR & Operations Manager, shares how the specialist recruitment agency have increased their conversion rate with call and live chat support.

When did you realise you needed support?

“We were using another live chat provider, however we were missing notifications as they’d only appear momentarily. With just two team members manning this, we simply couldn’t pick up every enquiry. After speaking to Moneypenny, we realised that not only could we gain support for our chats, but we could also offer an out of hours phone line, which we hadn’t been able to do previously.”

What does good customer service look like?

“For us, every contact point is essential when it comes to delivering premium service. Call and live chat support allows candidates and clients to get in touch with us in a way that’s most convenient to them, bettering their experience.”

How has Moneypenny changed your business?

“Having Moneypenny manage calls and live chat is priceless for us. They ensure all relevant information and contact details are taken in the process, and then email messages to the right person. Our Moneypenny Receptionists have become an extended part of our in-house team, actively getting to know our business, so they can speak with our clients and candidates in the same way we do – the whole service is seamless.”

What are the key benefits?

“With Moneypenny’s support, we no longer have to monitor and maintain live chat ourselves, we don’t even have to think about it. The level of customer service delivered online and over the phone has without a doubt improved our conversion rate – we’re receiving hundreds of enquiries a week, which has massively increased our candidate numbers.”

Any advice for other businesses?

“Having used other providers, we can honestly say that Moneypenny’s service is second to none. We’d definitely recommend them to other businesses.”

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