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Increased lead capture for Seymour Taylor

Suzanne Curry, Marketing Manager, explains how the independent firm of accountants are now available on multiple channels thanks to Live Chat.

When did you realise you needed support?

“We had noticed enquiries were coming through late at night or over the weekend and were concerned about losing leads. Although the contact form on our website was well used, it was important to us that we evolved and offered alternative channels of communication. We were keen to explore a live chat facility as it would appeal to different users, so we contacted Moneypenny.”

What does good customer service look like?

“As a firm, we aim to always provide excellent service, which includes giving potential and existing clients the opportunity to contact us in real time and receive a response. People get in touch with businesses at times that suit them, so it’s essential we’re there for them – and Live Chat makes this happen.”

How has Moneypenny changed your business?

“With Live Chat now on our website, there’s someone to talk to browsers there and then to help with their enquiry. The Moneypenny team have been helpful right from the start – they contact us about key dates and opening times to ensure they always have the most up-to-date information for web visitors. We receive a transcript for every conversation too, so we’re able to consult this before we get back to them.”

What are the key benefits?

“Live Chat has enhanced our service levels and allows us to capture leads that may have potentially gone elsewhere if we didn’t have the service. It also enables us to support our growing business by providing a contact point for enquiries as they come through and speeds up the process of talking to a new lead before a competitor does, giving us a real edge.”

Any advice for other businesses?

“With Moneypenny’s free trial, you can give it a go and see how it works for you. I’d also recommend looking at your competitors – are they using live chat? If not, this would give you a competitive advantage. And if they are, you should really consider exploring it for your own business.”

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