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Increased client engagement for Kudos

Alun Morgan, Director, explains how the global network of independent advisory and accounting firms has boosted its lead numbers with Live Chat.

When did you realise you needed support?

“The main difficulty we faced was being available for potential and existing clients, as we wanted to increase engagement and be on hand to speak with them, particularly outside of office hours. Curious as to how many clients would contact us if we introduced a live chat facility on our website, we reached out to Moneypenny to see how they could help.”

What does good customer service look like?

“To us, it’s about responding to a client as quickly as possible, even if don’t have the answer to their question. It’s important that their enquiry is acknowledged and will be taken care of, and that assurance is what Moneypenny’s Live Chat service provides.”

How has Moneypenny changed your business?

“Moneypenny now manages web chats on our behalf 24/7, 365. Their Live Chat team are excellent – they pick up every enquiry in a timely and professional manner, and have been very responsive to any feedback we’ve given. It’s clear that new clients and current members who get in touch through Live Chat really appreciate the quick and helpful reply from the Moneypenny team.”

What are the key benefits?

“The impact that Moneypenny’s Live Chat solution has had on our business cannot be understated. It’s thanks to their team that we’re now accessible around the clock, which has greatly improved our client experience. We’ve also seen a definite increase in new leads since introducing Live Chat, helping us to achieve our growth goals ahead of expectation.”

Any advice for other businesses?

“Give Live Chat a try! I guarantee you’ll feel the benefits and continue to use the service after your trial.”

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