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A better site experience for ITC Travel Group

John Maddock, Web Development & Optimisation Manager, explains how the personalised travel company have boosted their leads with Live Chat.

When did you realise you needed support?

“Our aim was to engage with more people on our website in real time, especially after we’d seen a spike in web traffic in the evenings. Moneypenny’s Live Chat service was recommended to us multiple times and seemed like the perfect way for us to be available to customers outside of regular office hours, so we decided to give it a try.”

What does good customer service look like?

“Prompt response times are key to offering brilliant service, it shows a real dedication to the customer. One of the great things about Moneypenny’s Live Chat service, is that they reply to web visitors within seconds with helpful information, so we can be sure we’re delivering a great experience.”

How has Moneypenny changed your business?

“Our fantastic Moneypenny team now look after chats around the clock. They manage general enquiries and pre-qualify leads on our behalf, which are then filtered through to our sales team. They use a friendly and conversational tone, which customers react really well to. In fact, they don’t even realise they’re speaking to a different team – it’s completely seamless.”

What are the key benefits?

“By introducing Live Chat as a new channel, we’re capturing and converting additional leads that would’ve been missed before. It’s also enhanced our customer experience, as we’re now able to respond to browsers promptly, no matter the time of day or night. I love Moneypenny; the service they offer and the quality of their delivery is simply superb.”

Any advice for other businesses?

“I’d recommend Moneypenny to anyone looking for inbound or outbound solutions to extend their team’s capabilities. Every single member of their team that we’ve spoken to has been a pleasure, and any account changes or tweaks to the delivery are easily and quickly made.”

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