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Arun Estates, one of the largest independent estate agency groups in the UK, has worked with Yomdel since October 2017, using Yomdel’s 24/7 fully managed live chat to astonishing effect.
Customer satisfaction scores have consistently averaged over 96%, while 36% of all chats deliver leads, including a phenomenal 850 vendor, landlord and other high value opportunities within the first six months of 2019.
In their pursuit to offer customers a world class experience, Arun Estates is constantly looking for service improvements to optimise their success, but how do you do this with the bar so high already?
While Yomdel live chat leads are the highest converting lead source for Arun Estates, there is always room for improvement, and within a challenging market anything that could further improve conversion rates from initial vendor enquiries to actual valuation appointments and then new property listings would be very welcome.
|“These are numbers that blew us away,” said Arun Estates MD David Lench, “and they have given us a new perspective on customer experience as an investment. Done right, as here with Yomdel, it pays incredible dividends very quickly.”|
Yomdel Live Connect is designed for the very best estate agents, who can guarantee their phones will always be answered quickly. The highest value vendor and landlord leads from within live chat are swiftly connected using Yomdel human operators in the UK to client sales teams in real time.
This means the web visitors who are displaying the strongest buying signals (and don't forget a quality Yomdel lead represents an average live chat duration of an incredible 13 minutes) can be immediately connected via voice to the sales team. These, simply put, are the hottest leads available.
Imagine what it's like when a new customer who is very happy in live chat is then smoothly moved on to the next stage of engagement with Arun Estates: to talk to an agent. Rather than keep them waiting, Yomdel ‘patches’ them through to the Arun Estates sales team immediately, with the result that customer conversion rates soar as a direct result of this fabulous service.
In the first five months, Yomdel connected 163 valuation opportunities alone through the service, and the results and return on investment have been dramatic!
Conversion of valuation leads in to actual market appraisals was increased by a staggering 36%.
And subsequent conversion from market appraisal to new sales listing increased by an equally crucial 22%.
Overall, Yomdel Live Connect boosted Arun Estates' conversion of Yomdel vendor leads to new instructions by a staggering 67%.
“These are numbers that blew us away,” said Arun Estates MD David Lench, “and they have given us a new perspective on customer experience as an investment. Done right, as here with Yomdel, it pays incredible dividends very quickly.”
Yomdel Live Connect is now a top priority in the Arun Estates lead management hierarchy, and delivers a consistent and impressive return.
Needless to say, Arun Estates and Yomdel continue to strive for customer excellence, and experiences that are truly world-class.