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More valuable leads secured for Fabric IT

Carl Enser, Sales Director, shares how adding Moneypenny's Live Chat to their website saw the IT support company pick up high-value customers.

When did you realise you needed support?

As we’re a managed services provider with a national presence, we get a fair amount of website traffic. I was keen that we try an online chat function to increase leads generated, but we didn’t have the in-house capability to run the live chat ourselves. Managed Live Chat by Moneypenny seemed the obvious answer.”

What does good customer service look like?

“In our case with Live Chat, it’s about making it as easy as possible for the customer to contact us, whilst they feel they are getting the attention they need. Customers don’t always have a lot of time to spare enquiring into services, so we’ve made it easy for them to do so.”

How has Moneypenny changed your business?

Within the first week, we had a lead worth £150,000 who turned into a new client. He didn’t want to talk to a salesman at first – he simply wanted to pass on his details and get a quick response and Live Chat enabled that to happen. He even commented that at no point did he feel that he wasn’t talking to one of the Fabric IT team.”

What are the key benefits?

“Live Chat from Moneypenny gives us the peace of mind that there is always someone in the background to look after our website visitors. There’s very little input required by Fabric IT on a day-to-day basis.”

Any advice for other businesses?

“Live Chat makes a lot of sense for any business with a lot of visitors to their website. Managed Live Chat is definitely worthwhile for picking up customers from your website if you don’t have the resources to man it yourself.”

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