When did you realise you needed support?
“With small teams in branch, we relied on voicemail, but this felt outdated and didn’t offer the level of service customers expected. We also had our own live chat system, but were missing a significant number of enquiries out of hours. Having met Moneypenny at the annual Fine & Country conference, we decided to take a trial.”
What does good customer service look like?
“It’s so important listen to the customer and take the time to understand their needs. Having a friendly and helpful team on hand to speak with customers at any time is essential, and this is exactly what Moneypenny provides.”
How has Moneypenny changed your business?
“Moneypenny now answers calls for our multiple branches, whether it’s sales or letting enquiries, no matter t he time of day. As a former estate agent, Tracey, our Moneypenny Receptionist, manages our Live Chat. Knowing the whole team is so experienced within the industry is incredibly reassuring; we’re confident that customers always receive a great experience.”
What are the key benefits?
“An important factor for us is that it’s real people handling enquiries, and with Live Chat particularly, we’ve found this allows customers to trust and interact with us even more, ultimately increasing leads.
Any advice for other businesses?
“We’ve used other providers in the past, but the clear difference in quality is remarkable – Moneypenny is an absolute expert.”