When did you realise you needed support?
“Like many businesses, the pandemic had a huge impact on our care trust. With people unable to view or move into our homes, we saw a 10% drop in occupancy rates. The amount of support our homes required however, doubled. We were unable to manage call volumes – meaning enquiries were ultimately missed.”
What does good customer service look like?
“It’s about showing empathy and making the customer feel comfortable, whilst always remaining professional. With Moneypenny, we know this is exactly the interaction our callers and website visitors receive.”
How has Moneypenny changed your business?
“We started with Moneypenny’s Telephone Answering Service, which provides us with call support during and outside of office hours, but we soon implemented their Live Chat solution too, with an additional Chatbot. We were using another chat provider, however Moneypenny’s quality was much better, and the ability to manage and report on multiple channels under one provider is a huge benefit to us.”
What are the key benefits?
“Moneypenny ensures every enquiry is captured. They empathetically greet callers, and we’ve found that when we follow up, their response is much improved after having that initial reassurance. Their Live Chat service and Chatbot work together perfectly. It’s completely tailored to us, allowing new care enquiries to be handled by a real agent, and simpler queries or recruitment requests to be solved by the bot.”
Any advice for other businesses?
“With many care groups, you’ll find it’s care staff who are answering the phone or managing enquiries. Often, they won’t know what questions they should ask or take the right details, which leads to enquiries getting lost – and now more than ever, businesses can’t afford to lose them. Don’t miss out on potential revenue, consider Moneypenny.”