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Around-the-clock support for WR Partners

Michelle Thomson, Practice Co-ordinator, discusses how the firm of chartered accountants and advisors have every base covered with Moneypenny.

When did you realise you needed support?

“When Covid-19 hit and we went into lockdowns, we needed to move quickly to ensure that our team could continue to speak to clients whilst working from home. We had an existing relationship with Moneypenny, as we’d used their Telephone Answering service in the past to help temporarily with Christmas shutdowns and busy periods. Knowing the quality they deliver, we got in touch to enquire about long-term solutions.”

What does good customer service look like?

“It’s about being approachable and contactable. We want our callers and website browsers to be able to get through to a real person – so they have peace of mind that their enquiry is being taken care of.”

How has Moneypenny changed your business?

“Across our 6 offices, the Moneypenny team handles all of our calls and directs them to an appropriate team member. It was a no-brainer for us to come on board with their Live Chat service too, which was much more straightforward to set up than we expected – it was ready to go at the flick of a switch.”

What are the key benefits?

“Offering 24/7 availability to clients is important to us and working with Moneypenny allows us to do that. Our in-house team mostly works 9-5, so having knowledgeable people available at all times to speak with callers and website visitors is a necessity. There’s no need for us to worry about caller waiting times or our receptionists being away on leave or with sickness, every enquiry is captured and directed to the right team.”

Any advice for other businesses?

“Lots of firms struggle with the idea of outsourcing, particularly any area that’s client-facing. Your Moneypenny Receptionists may not be based in your office, but they certainly become a part of your team – we all know one another by name, and they even send a welcome email to any of our new in-house team members. I’d recommend getting in touch with them.”

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