When did you realise you needed support?
“We’re a busy firm so it was sometimes difficult to answer the phone every time, meaning clients were potentially ringing out to voicemail. Enquiries also seemed to be dropping off our website as our only line of communication was an online form. We wanted to be more accessible and available to our clients so we looked into Moneypenny’s Telephone Answering and Live Chat services.”
What does good customer service look like?
“In our line of work it’s important to always handle enquiries with care. Whatever our clients need us for, a level of empathy and understanding is crucial at all times.”
How has Moneypenny changed your business?
“Now, Moneypenny answers our overflow calls during the weekdays, evenings and weekend, as well as our live chat 24/7, for all of our offices. We can use their online portal to view weekly call and live chat reports, giving us great insight into volume and trends. With this information we’re able to clearly see where Moneypenny adds value to our firm.”
What are the key benefits?
“With Telephone Answering support, we’ve been able to streamline the way calls are managed internally. We’re confident enquiries are handled with care and clients are given the attention they deserve. What’s more, Live Chat has boosted our conversion rate – it’s looking better than ever.”
Any advice for other businesses?
“Moneypenny is certainly more cost-effective than hiring in-house and comes without any of the associated HR overheads. It’s working brilliantly for our firm.”