When did you realise you needed support?
“We’d been using live chat software for a number of years but our staff always struggled to manage chats and carry out their daily tasks. Already using Moneypenny to answer overflow and out-of-hours telephone calls, it made business sense to outsource our live chat to them as well.”
What does good customer service look like?
“Excellent communication is essential in delivering premium customer service. Our clients are always able to speak with someone – a real person – with a friendly and helpful manner. Better still, they’re greeted by someone who knows our business and the property sector, which is reassuring for them, and for us.”
How has Moneypenny changed your business?
“Having Moneypenny to look after chats has been an absolute winner for us. All chats are handled by Moneypenny’s dedicated property team, allowing us to manage our staff levels better and avoid the need to hire additional staff to respond to chats.”
What are the key benefits?
“The feedback we’ve had from clients about the service is fantastic. They like the fact that they are dealing with a real person, rather than automated answers or an algorithm. It’s allowed us to increase our valuation numbers and customer service levels.”
Any advice for other businesses?
“Outsourcing your calls or live chat can be a big decision for any business, however we have complete trust in Moneypenny – we wouldn’t be without them.”