When did you realise you needed support?
“We are the largest private facilitator of company formations in the UK so we’re always busy. However, even with a 14-strong customer service team to answer queries across email and calls, the recruitment, retention and training challenges of operating a London-based team was taking up considerable management time and making it hard to implement a gold standard customer experience. This is when we found Moneypenny.”
What does good customer service look like?
“As a premium provider good customer service is incredibly important. For us, this means delivering a friction-free user experience with timely and efficient communications.”
How has Moneypenny changed your business?
“Having initially used Moneypenny as a hybrid support team, it wasn’t long before we made the decision to outsource our entire operation to them. Being integrated with our customer systems means Moneypenny is able to perform rapid ID checks and answer queries efficiently. The team handled over 120k interactions in 2020; which consisted of 60k calls, 52k emails and 11k chats. The amount of chats we receive has actually gone up by 50%, because customers are using it as a quick and easy way to have their questions answered in real time.”
What are the key benefits?
“The 20% of management time spent overseeing the customer support team has been reclaimed and we’ve seen a 2.5x improvement on response times. We’re enjoying 5% more customers, 20% less operating costs and an overall profit uptick of over 30%. Our team is increasing in experience (annual churn rate used to be 55%, but we haven’t lost anyone since January 2019). The focus is now on incremental profit and drive projects, safe in the knowledge customers are well looked after.”
Any advice for other businesses?
“If you’re looking to improve your customer experience across a wide range of benchmarks without the headache of extra recruitment and short-term training, then you have to try Moneypenny.”