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Ellacotts captures more leads than ever before

Claire Waters, Marketing & Projects Director, shares how the UK200Group firm provide premium client service with Moneypenny's call & live chat support.

When did you realise you needed support?

“We found people calling out of hours wouldn’t always leave a voicemail message, meaning we were potentially missing out on new leads being generated by our pay-per-click online advertising. Similarly, our website browsers seemed to prefer real-time engagement and interaction rather than filling out enquiry forms. With an aim to improve client service, and a recommendation from a fellow UK200Group firm, we approached Moneypenny.”

What does good customer service look like?

“At Ellacotts, we believe in offering a bespoke service tailored specifically to our clients’ needs. We are passionate about going the extra mile to add value to their businesses to enable them to succeed in their objectives.”

How has Moneypenny changed your business?

“We now have a team of Moneypenny Receptionists providing overflow and out of hours call support, as well as managing live chat on our website, which has noticeably increased leads. The information taken from callers and web browsers is excellent and if we ever have a question or feedback on the service, our Account Manager, Laura, is always helpful and responsive.”

What are the key benefits?

“Our Moneypenny Receptionists have been a great addition to our wider team and an enormous help over recent months, particularly as the majority of our staff have been working from home. The results we’ve seen far outweigh the costs; adding live chat to our website and offering out of hours cover has allowed us to develop our client service and increase our prospect leads – we couldn’t be happier.”

Any advice for other businesses?

“Go for it! We’re really happy with the service Moneypenny provides, and their support is so flexible – it can easily be scaled up or down depending on your business needs.”

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