When did you realise you needed support?
“We knew we were missing out on leads not having live chat on our website. Looking at ways to avoid this, we decided to try and manage our own chat facility in-house. However, it wasn’t being used as our employees were busy focusing on other areas of the business. We knew we wouldn’t be able to keep live chat going ourselves. Thankfully, we found Moneypenny.”
What does good customer service look like?
“As part of the Mercedes-Benz brand, we need to be consistent and professional in everything we do, and this has to be reflected in our customer service. Being available to our customers whenever and wherever they need us is key.”
How has Moneypenny changed your business?
“Now, our chats are answered 24 hours a day, 365 days a year by Moneypenny. We visited their office, met the dedicated Live Chat team and learnt all about their impressive system. It completely brought the service to life. Their professionalism and expertise eliminated any negative pre-apprehensions we had about what outsourcing our live chat would be like – they couldn’t be further from the robotic call centres we had heard about.”
What are the key benefits?
“With Live Chat, we’re confident we’re capturing every new enquiry on our website, even out of hours and during the weekend. First-thing on a Monday morning, our Sales team go through the chats taken by Moneypenny over the weekend and start following up on enquiries – it couldn’t be easier. What’s more, we’re selling vehicles on the back of their messages and that’s what it’s all about.”
Any advice for other businesses?
“Moneypenny’s Live Chat service has been a fantastic decision for us. Not only are our customers and staff impressed, but we’ve also been able to save money.”