When did you realise you needed support?
“Before the pandemic, we had a system in place where phone calls went through to one person and if they weren’t answered, the call then bounced to the next person in the team. The challenge really started to arise during and after the pandemic when we switched to virtual meetings, as our people were often on video calls and unable to answer those coming in via phone. We had voicemail in place to advise we were unavailable but didn’t give callers a different number or action to try. That’s when Moneypenny was recommended to us.”
What does good customer service look like?
“First impressions really count. This is something our Founder has always been focused on, and thanks to Moneypenny, we’re able to guarantee great service from the first call.”
How has Moneypenny changed your business?
“After a straightforward set-up, we were immediately impressed with the service. Now, every call is answered quickly and efficiently by the Moneypenny team, who all have a great, can-do attitude – nothing is too much trouble. Calls are either forwarded or an excellent message is taken and sent to our Sales staff, meaning no enquiry is ever missed.”
What are the key benefits?
“Not only does Moneypenny’s support give us the flexibility we need to adapt to a modern way of working, but it also allows us to deliver an outstanding service. With every call answered, our Sales team are more productive as they’re able to concentrate on their own jobs and avoid distraction, safe in the knowledge that our clients are being looked after.”
Any advice for other businesses?
“Moneypenny is incredibly thorough when it comes to getting to know your business, so they can ensure they sound like a member of your in-house team. Make sure you give them the time and information they need, as the personalised service they offer really makes the difference.”