<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=181876125738303&amp;ev=PageView&amp;noscript=1">
1 min read

Infographic: tackling lead processing in Estate Agency

By Simon Taylor on 14/05/21 08:30

Not enough resources to manage the tsunami of incoming leads and enquires? It's a problem we hear a lot from Estate Agency clients, but it needn't be an issue if considered from a different perspective.

Take a look at this infographic, and working through each question in turn, see how you measure up for efficiency of lead processing and qualification. You'll very quickly be able to put a cost on wasted time, and even more so on missed opportunities - or possibly even missed targets?

Which in turn offers an opportunity to invest and resource differently to get a better result.

Topics: Lead conversion Live Chat
3 min read

IMPROVING YOUR CUSTOMER SERVICE WITH LIVE CHAT

By Simon Taylor on 30/04/21 08:15

When business is booming, little thought goes to generating leads, and instead keeping customers satisfied and giving great service becomes challenge number one.

Happy customers are usually loyal customers. If their overall buying experience is positive, repeat purchases and greater profitability become far more likely.

Topics: Live Chat customer service business strategy
3 min read

HOW DOES LIVE CHAT HELP YOUR BUSINESS?

By Simon Taylor on 23/04/21 08:15

Most businesses claim to have excellent customer service and support  – after all, they have a phone, email as well as social media support round the clock. And a couple of years ago, this would have been enough.

However, in the digital age, competition and buyer empowerment are stronger than ever before. While this is fantastic news for customers around the world, it also means that businesses now need to do more to match and exceed the expected levels of customer experience. This is where live chat services come in.

Topics: Live Chat customer service business strategy
3 min read

THE BENEFITS OF LIVE CHAT FOR CUSTOMER SERVICE

By Simon Taylor on 16/04/21 08:15

When customers have a query or just want a simple question answered while browsing online, they are increasingly turning to live chat services for answers. As e-commerce continues to grow, clients are starting to see live chat for customer services not only as a nice additional option but as an essential requirement.

So why are more and more online shoppers turning to a company’s website chat services and what are the major benefits in relation to customer service?

Topics: Live Chat customer service customer experience
3 min read

THE PROS & CONS OF OUTSOURCED LIVE CHAT

By Peter Brand on 09/04/21 08:30

Outsourcing live chat on face value seems like an unimaginable idea. It goes against the grain for so many reasons, yet once a business tries it, they rarely ever go back.

Initially you ask yourself questions like:

  • How can a third-party business converse with my customers with the same authority as my own staff?
  • Surely my own staff would be just as good?
  • If we do it ourselves, surely we can access our own systems to make updates in real time?

And so on. But let's look more closely.

Topics: Live Chat Outsourcing customer experience
3 min read

HOW TO IMPROVE CUSTOMER EXPERIENCE IN RETAIL

By Gina Fumagalli on 01/04/21 11:30

Customer Experience is becoming an ever-increasingly important aspect of business success for bricks and mortar, online, and brick and click retailers alike. For the high street, the experience now needs to be safe yet innovative; for online brands, the experience should be user friendly and efficient.

Topics: customer experience retail Mystery Shopping
4 min read

KNOWLEDGE IS POWER - 5 BENEFITS OF MARKET RESEARCH

By Gina Fumagalli on 26/03/21 08:30

Market Research is such a broad subject, that people are often afraid to get into it, because they don't know where to start, or what they should be researching first.

Whereas in reality, those questions are actually the beginning of the process itself, and done well, will pay fabulous dividends.

Topics: Research Customer Insights business strategy
4 min read

DOES HIRING CHAT AGENTS TO OUTSOURCE CUSTOMER SERVICE WORK?

By Chris Smith on 19/03/21 08:15

Whether you're staffing up for your seasonal busy period, considering how you can build capacity in your customer service team, or are thinking more generally about the cost base and structure of your business in uncertain times, hiring outsourced live chat customer service agents should be a very serious consideration.

Topics: Live Chat Outsourcing customer experience
3 min read

HOW CAN LIVE CHAT HELP YOUR BUSINESS GROW?

By Simon Townsend on 12/03/21 08:30

UK businesses will now be scrambling fast to get back to some sort of normal, now there is roadmap out of Covid lockdown, and with the prospect of customers returning in droves, businesses are looking towards 24/7 Live Chat to help them maximise service levels and convert opportunity.

Topics: Live Chat Sales business strategy
3 min read

VIDEO: WHAT IS BRAND PROFILING, AND HOW COULD IT BENEFIT YOU?

By Gina Fumagalli on 05/03/21 08:15

Your brand is one of the most powerful tools within your entire business, yet often it goes unplanned. You don't entirely own your brand, it's shared with your customers or fans. Because your brand is the sum of how you are perceived, and what your customers think, may not marry precisely with what you intend.

Topics: Research Customer Insights
3 min read

WHAT IS THE PURPOSE OF MYSTERY SHOPPING?

By Gina Fumagalli on 26/02/21 08:30

People often wonder where the true value lies in Mystery Shopping. And the answer lies in the blend of insight it offers between asking real customers what they think, and asking customer experience experts how well you are performing.

Topics: Customer Insights Mystery Shopping training
3 min read

BECOME A MYSTERY SHOPPER & GET PAID TO SHOP

By Louis Kidgell on 19/02/21 08:30

A lot of people love shopping! So what if you could get paid to shop? Sounds like the perfect job, right?

Well, working as a secret shopper means you can do exactly that, but it's much more than just shopping. It's a skilled process that delivers actionable insight for a business to improve upon.

Topics: Customer Insights Mystery Shopping
5 min read

WHY USE CUSTOMER SATISFACTION SURVEYS?

By Gina Fumagalli on 16/02/21 12:00

To successfully grow your business, it is essential to gain a deep understanding of your customers, and their motivations for buying your products and services.

A lot of businesses talk about having a good NPS or wanting to improve their NPS. But what exactly is it; why should you care about it; and how do you go about measuring and improving it?

Topics: Research Customer Insights business strategy
4 min read

WHAT COMPANIES HAVE LIVE CHAT?

By Chris Smith on 12/02/21 08:30

Due to its versatile uses, and its massive increase in engagement across demographics over the last few years, companies across all sectors are turning to live chat as a crucial aspect of improving their customer experience and sales process.

But to understand more deeply why these companies have chosen live chat, we need to understand how it works and what benefits it offers both the customer and the business.

Topics: Live Chat customer experience
4 min read

HOW DO YOU PROVIDE GOOD CUSTOMER EXPERIENCE?

By Bhav Taylor on 09/02/21 08:30

Do you know how your customers perceive their interactions with your business?

The definition of Customer Experience is: the way someone feels at all stages of doing business with a company or organisation (Source Cambridge Dictionary)

Topics: customer experience business change
5 min read

THE BENEFITS OF DIFFERENT TYPES OF LIVE CHAT

By Tim Breden on 05/02/21 08:45

Live Chat is live chat, right? It's all the same surely? No, the truth is, not all Live Chat is created equal.

And making the right choice of Live Chat service that you offer to your web visitors and customers is critical to the future of your business. It will impact upon your reputation, what visitors say about you, whether they actually buy, and whether they ever come back.

Topics: Live Chat customer experience
3 min read

WHAT IS A GOOD CUSTOMER EXPERIENCE?

By Simon Townsend on 02/02/21 09:45

We all like to use the 'best' business in town, but there's a real trap if we mistake the busiest for the best. A business that starts out with a fabulous reputation, and wins customers fast off the back of it, can fall equally fast if they fail to manage their customer experience, and their customers' expectations.

A good customer experience is exactly as it says. It's good. Always, When you are quiet or bursting at the seams, under-staffed or over-subscribed, day or night, evenings and weekends.

Topics: Estate Agents customer experience
4 min read

WHAT IS BUSINESS MARKET RESEARCH?

By Gina Fumagalli on 29/01/21 09:15

A key objective of most research is to get closer to your customers, or potential customers, to find out everything you can about them, in relation to your product or service.

Business Market Research, or B2B Research, as it is commonly known, is no different. Your customers just happen to be other businesses, individuals, or departments within those businesses rather than members of the general public, or consumers.

Topics: Research Customer Insights business strategy
4 min read

WHY IS LIVE CHAT IMPORTANT?

By Peter Brand on 26/01/21 08:45

Consumer product/service providers are no longer able to dictate to their customers which avenue of communication they will use to communicate with their brand.

In this omni-connected world we now live in, consumers expect to be able to contact a company whenever and however they wish.

Topics: Live Chat customer experience
3 min read

SECRET SHOPPERS. WHAT'S THE BIG SECRET?

By Louis Kidgell on 22/01/21 08:45

Is there really a secret? It really depends upon the way you look at it.

Very few know that up to 500,000 people in the UK are registered as Secret Shoppers, (or Mystery Shoppers as they are known), but in reality less than 10% of those are regularly dedicated to the task. So it can be regarded as a specialist field.

On the other hand, Mystery Shopping does exactly what it says on the tin. And the clue of course is in the name. A shopping assessment of a service is carried out by an unknown person, measured against precise criteria. The specific instance is the only secret. And there's a lot of planning, preparation and skill in getting it right.

Topics: customer experience Customer Insights Mystery Shopping
4 min read

WHY DO CUSTOMERS PREFER LIVE CHAT?

By Bhav Taylor on 15/01/21 08:45

In an evolving world where digital engagement continues to grow at an astounding rate, Live chat has become an integral part of the customer service journey. But why?

It’s simple. Because Live Chat offers instant response. Research shows that Live Chat has the highest consumer satisfaction rates above 90%.

Topics: Live Chat customer experience
3 min read

HOW TO CHOOSE THE BEST MYSTERY SHOPPER COMPANIES IN THE UK

By Chris Smith on 08/01/21 08:30

Mystery shopping is an highly valuable tool used by thousands of the best B2C & B2B businesses across the UK. And all those businesses have one thing in common. They understand that by investing in understanding and delivering an exceptional customer experience, they will be closer to achieving their business goals.

Topics: Customer Insights Mystery Shopping business strategy
3 min read

WHAT IS MARKET RESEARCH AND WHY IS IT IMPORTANT?

By Gina Fumagalli on 31/12/20 09:00

Although there is no one-size fits all definition, Market Research can reasonably be defined as the activity of gathering and analysing information (data) to answer questions about your business or organisation and its products or services. This process, and the insight from it allows you to get closer to your customers and make more informed decisions.

Topics: Research Customer Insights business strategy
3 min read

WHAT IS CUSTOMER EXPERIENCE?

By Fern Cunnell on 24/12/20 08:30

Customer Experience, also known as CX, embodies how the customer perceives your brand based on an interaction they have had with your business or organisation.

This could be as small as buying a coffee, all the way though to selling their residential property. Whatever your business is, the two main aspects that create the customer experience are people and product. Think back to good experiences you have had; they probably come down to how amazing the member of staff was or how fantastic the product was.

Topics: customer service sales conversion customer experience
3 min read

GET MORE FROM YOUR CRM SYSTEM WITH LIVE CHAT INTEGRATION

By Simon Townsend on 22/12/20 08:45

One of the greatest challenges with any CRM system is the time and cost involved in managing the data. Do you ever feel like it's a waste your time manually entering new prospects into the system? When you really need to be converting prospects and selling more.

Topics: sales conversion crm business process
2 min read

CONVERSATIONAL ANALYTICS - HUMAN OR MACHINE?

By Gina Fumagalli on 18/12/20 08:30

OK, I admit it. I have a natural prejudice against Artificial Intelligence, Machine Learning, call it what you will. Or I used to…

Topics: Customer Insights Analytics Contact Centre
2 min read

The importance of customer experience in complaint handling

By Andy Soloman on 15/12/20 08:45

Online services and technology are playing an increasingly crucial role in customer experience and complaint resolution, and redress schemes recognise the need to find new and innovative digital solutions for resolving both initial enquiries and more complex disputes.

Consumer expectations are now at an all-time high, and people are increasingly intolerant of poor customer experiences, meaning if they do not get what they need quickly they leave, or worse, possibly share their poor experience via networks and social channels.

Topics: customer experience dispute resolution
7 min read

WHY LIVE CHAT IS IMPORTANT - IT'S ALL ABOUT THE FUTURE

By Simon Taylor on 11/12/20 08:15

Already a preferred channel by online customers, Live Chat is likely to dominate future customer experience, due to the integration of game-changing technologies. This week's guest article comes to us courtesy of Jake Rheude of Red Stag Fulfillment who has taken a look at the Top 7.

Topics: Live Chat customer experience business change
6 min read

What You Need To Know About Live Chat Software

By Bhav Taylor on 04/12/20 08:45

Ironically, investing in Live Chat Software, and managing chats yourself may not be the most cost-effective way to provide an instant response handling service on your website.

Topics: Live Chat customer experience software
3 min read

HOW CAN LIVE CHAT SPEED RECOVERY IN TRAVEL & HOSPITALITY?

By Bhav Taylor on 25/11/20 08:45

In 2020 and beyond, travel and hospitality companies will be remembered most for the Customer Experience they provided when times were tough. With a turning point in sight, how can they get on the front foot to look after precious returning customers?

Topics: Live Chat Travel Industry business change
4 min read

USING MYSTERY SHOPPING TO BE COVID COMPLIANT

By Gina Fumagalli on 20/11/20 08:30

MIND THE GAP

Being COVID compliant is essential to bringing customers back with confidence. Every UK business needs to consider how they intend to be perceived by customers in the critical months ahead.

Topics: Customer Insights Mystery Shopping business change
4 min read

CUSTOMER EXPERIENCE SHOULD BE YOUR BUSINESS STRATEGY

By Simon Taylor on 13/11/20 08:30

I recently wrote this short article for the B2B Marketing Expo 2020 and thought it well worth re-sharing here in the Yomdel blog. Customer Experience is now so fundamental to business success, that all the world's top companies make it a formalised component of their strategic plans.

Topics: customer experience business strategy
3 min read

THINK SMART AND PLAY THE LONG GAME

By Tim Breden on 06/11/20 08:45

Sage advice that we often hear during a crisis is “It’s those that think smart and consider the long-game who are likely to be the winners from this situation" but when you're under pressure, it can feel a lot easier said than done.

Yet avoiding crucial mistakes, with small adjustments to customer service, can help you take that pressure off, and actually turn a negative into a positive.

Topics: Live Chat customer service business change
4 min read

TIPS FOR NAVIGATING YOUR BUSINESS THROUGH A PANDEMIC

By Bhav Taylor on 30/10/20 09:15

As we enter the last quarter of 2020, I reflect on what an unfathomable year it has been globally. The world had come to a grinding halt in more ways than one and life has changed forever!

We've all had to adjust to a different way of living, working, and dealing with clients. Who would have thought you wouldn’t hear or see an aircraft above you, you couldn’t just walk into a shop and try a dress on, turning up at a pub without a booking was a no-no, you had to queue outside the supermarket and even then you found there was a shortage of pasta, toilet rolls, and cleaning products!

Topics: Travel Industry Coronavirus business change
3 min read

What to do when Customers are scarce - Advice for the Travel sector

By Darcy Kimber on 23/10/20 09:30

In truth, Travel is just one of the sectors we work with at Yomdel, helping clients understand the customer experience they deliver. And right now, just like in Travel, many sectors are experiencing a shortage of customers, due to enforced closures, ongoing restrictions and enormous uncertainty in the minds of those customers.

Well, when customers are scarce, no business can afford to see them go elsewhere for want of better service.

Topics: customer service Mystery Shopping Travel Industry
4 min read

Is your online customer response time quick enough?

By Fern Cunnell on 16/10/20 09:00

Are your response times leaving customers feeling disappointed?

Now more than ever you need to monitor your staff’s performance and ensure leads are not being left unattended. At best they will go elsewhere; at worst they will go elsewhere AND tell everyone how disappointing your customer service was.

Topics: customer service Customer Insights Mystery Shopping
2 min read

WHY CHANGE IN GOOD TIMES? AND WHY THIS OFFER IS TIMELY!

By Simon Taylor on 09/10/20 08:45

Making successful change is often cited as one of the hardest things to do in business. Yet we are constantly reminded that change must be a constant and ongoing strategic imperative. Why?

Topics: Customer support Live Chat business change
4 min read

TIPS FOR IMPROVING CUSTOMER SATISFACTION

By Simon Taylor on 02/10/20 09:00

Our blog this week is guest written by Ashley Lipman. Ashley is an award-winning writer who discovered her passion for providing knowledge to readers worldwide on topics closest to her heart - all things digital. Since her first high school award in Creative Writing, she continues to deliver awesome content through various niches touching the digital sphere.

Topics: Customer support customer experience Customer Insights
2 min read

HOW TO TURN PASSIVE BROWSERS INTO VALUABLE LEADS

By Peter Brand on 25/09/20 09:15

Web browsing is almost a default human behaviour now. People do it without even thinking, especially with a mobile in hand. So how do you capture their attention, and help them see an opportunity on your website that they might not have anticipated?

Topics: lead generation Managed Live Chat customer experience
3 min read

Helping the Travel sector make a comeback

By Bhav Taylor on 18/09/20 09:40

Just like the travel sector must do, I've made big changes for my future.

I'm coming to the end of my first 2 weeks in my new role with Yomdel as a Business Development Manager. This career move was an interesting one for me, the current climate forced me to look outside the travel sector, which I had worked within for 20 years.

Fortunately for me Yomdel saw a mutual opportunity as they continue to build on their successful model.

Topics: Travel Industry Coronavirus business change
3 min read

VIRTUAL CUSTOMER EXPERIENCES - HOW TO GET THEM RIGHT

By Louis Kidgell on 11/09/20 09:15

When customer experiences change rapidly, to meet enforced circumstances, there's often no measurement and no way of benchmarking success. We've recently worked with property clients who moved quickly to mystery shop their new virtual services.

Topics: customer service Customer Insights Mystery Shopping
5 min read

5 KEY POINTS FOR SUCCESS IN MARKET RESEARCH

By Gina Fumagalli on 04/09/20 10:00

5 Things to Consider When Buying Primary Market Research

Market research is a very broad church, with as many definitions as there are cat hairs on my kitchen floor just now. However, a good general description for me is - market research helps answer questions about your business and/or its customers so you can make more informed decisions and reduce risk.

Topics: Research Customer Insights business change
3 min read

HAS LOCKDOWN PROMOTED BANK HOLIDAY STAYCATIONS?

By Tim Breden on 28/08/20 13:00

How did you spend your time and money this bank holiday?

From pretty early on in lockdown, the tabloids were shouting from the roof-tops that we were all spending more on booze, groceries and takeaways than we ever have, before. But are we really? Where is our money going, and who are the real retail winners?

Topics: Customer Insights Coronavirus business change
3 min read

CUSTOMER JOURNEY MAPPING: A KEY TO UNLOCKING SUCCESS

By Gina Fumagalli on 21/08/20 11:31

Customer Journey Mapping – What is it and why do it?

I am frequently asked to explain what Customer Journey Mapping is and what its purpose is. Always happy to help, here it is.

Topics: sales conversion customer experience customer journeys
3 min read

HOW TO BE A GOOD MYSTERY-SHOPPER

By Fern Cunnell on 14/08/20 11:15

Mystery Shopping works! But how?

Whether you want to know how Mystery Shopping delivers results for a business, or you fancy doing a bit of mystery shopping yourself, knowing what makes a good shopper is fundamental.

As a Mystery Shopper your findings are the foundation of what we do, so it is essential that your work is carried out to the highest standard. So what's required to be a good Mystery Shopper?

Topics: customer service Customer Insights Mystery Shopping
3 min read

New Customer Expectations Post-Lockdown

By Chris Smith on 07/08/20 11:30

Late March, when the majority of the UK entered a lockdown, seems a lifetime ago, with behavioural restrictions placed on society the like of which we have not seen before.

Topics: Live Chat customer experience Coronavirus
2 min read

TOP 5 CUSTOMER SERVICE ERRORS IN PROPERTY

By Louis Kidgell on 31/07/20 08:45

Help your team to avoid these common mistakes, to win more business

Working for a leading supplier of mystery shopping to the property sector, I spend a lot of time reading and proofing mystery shopper reports from Estate Agents all round the UK.

I am constantly amazed at how frequently the same mistakes are made. Here is my round-up of 5 of the most common.

Topics: customer service Customer Insights Mystery Shopping
1 min read

NEW CUSTOMER BEHAVIOUR: WATCH THE VIDEO

By Simon Taylor on 24/07/20 16:30

How much is customer behaviour really changing?

Recently, we sent Andy Soloman out in to his local town, to see just how much the consumer environment is changing, and to report back in video.

Topics: Business Customer Insights Coronavirus
3 min read

SOME GOLDEN RULES FOR CUSTOMER SERVICE IN A CRISIS

By Gina Fumagalli on 17/07/20 10:23

Customer Service in Times of Crisis

Topics: customer experience Mystery Shopping Travel Industry
3 min read

How to win if you're selling financial services or mortgages

By Gina Fumagalli on 10/07/20 10:02

Trust is a Must in Financial Services CX

Topics: customer experience Mystery Shopping Financial Services
4 min read

GREAT STORIES OF LOCKDOWN SUCCESS

By Simon Taylor on 03/07/20 08:45

Some businesses seized the initiative in lockdown, finding competitive advantage by adapting fast, but also securing their future with new ways of working.

Topics: customer experience Coronavirus business change
4 min read

DEBATING REVOLUTION MISSES EVOLUTION

By Simon Taylor on 19/06/20 11:36

A huge side effect of Coronavirus is the rampant debate about whether changes in customer behaviours will be permanent.

Topics: customer experience Coronavirus business change
2 min read

You can't improve if you don't measure!

By Gina Fumagalli on 12/06/20 10:50

Implementing new ways of working quickly, can leave a business blind to its current performance. Getting measurement in place early fuels constant improvement and competitive advantage.

Topics: customer experience Mystery Shopping Coronavirus
3 min read

Customer behaviour has already CHANGED!

By Simon Taylor on 05/06/20 08:45

Change was always happening. But a crisis accelerates it dramatically.

Place restrictions upon people, and they will adapt fast. They find new ways to achieve their ends, and this could not be clearer than in online property market behaviour.

In our updated tracker report this week, we saw the exceptional increase in Live Chat usage on property websites maintained at its new high, with no sign of a return to normal pre-COVID levels.

It's here to stay and it's not really surprising. Perhaps it's already no longer exceptional?

Topics: Property Coronavirus Industry trends
2 min read

A new market powered by VIDEO!

By Simon Taylor on 28/05/20 15:53

Video is everywhere you turn now, or so it seems. But should you invest?

In this brief insight, we're sharing some simple stats that suggest customer expectations are definitely changing, and we should take this seriously.

In our updated tracker report this week, we see continued evidence that customers are returning to property websites in overall numbers, equal to average levels of the previous 15 months.

But they also continue to use Live Chat in much greater proportions than before the Coronavirus Crisis and Lockdown, and crucially are pro-actively requesting video enabled services. 

Topics: Property Coronavirus Industry trends
1 min read

UNLOCKING BOTTLENECKS IN ESTATE AGENCY, CONVEYANCING & REMOVALS

By Simon Taylor on 22/05/20 09:00

Watch this week's webinar if you missed it:

If you didn't catch our webinar this week, it's right here on video, featuring 4 expert panellists within property, conveyancing and removals.

Topics: Property removals Coronavirus
4 min read

Ready, steady, go - time to reconnect!

By Gina Fumagalli on 15/05/20 09:30

Right now is the time to re-connect

As we wait for additional clarifications and detail on exactly when and how our shops and services can re-open for business, now is the time to reflect on how you are going to re-connect with your customers.

What does Customer Experience look like now, and how will that evolve over the next few months?

Topics: Research Coronavirus Industry trends
4 min read

Hottest business subject right now? NEW-NORMAL

By Simon Taylor on 07/05/20 09:00

Everyone is talking about 'New Normals'

Quite honestly, I rather like it. Change always happens, bringing with it both positives and negatives, so I try to take a very optimistic view to change, because we can only make the best of it. Any other attitude seems regressive.

Coronavirus is unquestionably a massive catalyst for change, in all areas of our lives: social, economic and behavioural, and we're only just beginning to see the lasting impacts. So it's understandable that when faced with seismic shifts, we want to understand them and get to grips with them as fast as possible.

Topics: Estate Agents Coronavirus Industry trends
3 min read

Can you make sense of all the future-gazing?

By Gina Fumagalli on 02/05/20 08:45

Looking ahead is scary but research can help

There are a lot of research tracker studies going on at the moment, for sentiment analysis and consumer behaviour, looking at how we are reacting to the lockdown and other changes wrought by the coronavirus crisis.

But where are they all taking us? And what role can research play in finding the path ahead as we continue to navigate our way through the coronavirus crisis?

Topics: Research Coronavirus Industry trends
4 min read

Property Market Tracker - what's the real insight?

By Simon Taylor on 24/04/20 08:45

Customers are desperate to do business, but Business has its hands tied!

That's just some of the reaction we've had this week to our Property Sentiment Tracker update published on Tuesday.

In our updated tracker report this week, we evidenced an apparent customer rebound from the depth of the initial Coronavirus shock, with a resurgence in consumer engagement via Live Chat. But from some of the reaction there's little doubt that many businesses are not seeing that. Why is that the case?

Topics: Property Coronavirus Industry trends
6 min read

The positive energy that is beating Coronavirus

By Simon Taylor on 10/04/20 09:30

It's truly amazing and awe-inspiring to see the positive energy on show right now, with businesses, partners, suppliers and even competitors helping each other to get the better of what we can mildly call 'new market conditions'.

Even more amazing, as so many people are confined to their homes, and having to do this through means of communication they rarely used previously. Surely these changes will remain too, when hopefully COVID-19 is beaten?

Topics: Coronavirus business continuity Home Working
3 min read

Rebound continues: Property Market Tracker latest!

By Simon Taylor on 08/04/20 08:30

Property Market Tracker update – last week shows incredible surge in consumer online activity!

Live Chat engagement increases significantly across all consumer groups - vendors, buyers, landlords and tenants.

Following our initial report on consumer engagement via Live Chat, the latest update (to Sunday night 19 April) shows all groups now rising steadily, and some almost back to pre-COVID average levels.

Topics: Property Coronavirus Industry trends
3 min read

Yomdel Property Sentiment Tracker: is there a rebound?

By Simon Taylor on 05/04/20 13:05

Yomdel Property Sentiment Tracker – Property market activity up for first time since COVID-19 lockdown

New estate agent enquiries via live chat see first increases since lockdown

Despite the coronavirus lockdown, there are growing signs of a stirring in UK property sector activity, with increasing numbers of people requesting contact in relation to selling, letting or moving home, according to our “Yomdel Property Sentiment Tracker”, a new data insight series from the UK’s leading provider of managed live chat to estate agents.

Topics: Property Coronavirus Industry trends
5 min read

Home Working & Home Schooling: the Parent Dilemma

By Simon Townsend on 03/04/20 08:45

Finding the right balance between managing your work commitments while the kids are at home is tough.

As the coronavirus crisis grips us ever tighter, globally we’re facing a time of unprecedented change, where schools are closed and more people than at any time in history are having to work from home.

Topics: Coronavirus Home Working
2 min read

Yomdel & Brief Your Market: COVID-19 Response Webinars

By Simon Taylor on 01/04/20 16:56

LEADING INDUSTRY PROVIDERS TEAM UP TO RUN PLANNING & PROTECTION WEBINAR SERIES TO SUPPORT ESTATE AND LETTINGS AGENCIES IN RESPONSE TO COVID-19

Topics: Coronavirus business continuity
4 min read

5 GOOD THINGS to come from Coronavirus!

By Gina Fumagalli on 27/03/20 09:00

I know, there are a lot of bad things happening right now, thanks to the unrelenting progress of the Corona virus.

However, believe it or not, there are some positives we can reflect on. Here are five that sprang to mind this morning as I looked out over my sunny garden.

Topics: Coronavirus
3 min read

Yomdel has slashed its prices. Here's why.

By Andy Soloman on 25/03/20 18:01

At this time it is more important than ever that we all work together, for together we are stronger, and at Yomdel the success of our clients is our success as well. Since the coronavirus crisis hit us, Yomdel has been pulling out all the stops to ensure we are able to continue to deliver our award-winning 24/7 managed live chat service. I'm delighted  to say the service is secure, we continue to operate with 100% uptime, and I know we are a lifeline for our partners and clients. Our fabulous team is doing a fabulous job.

Topics: Managed Live Chat Disaster Management Coronavirus business continuity
3 min read

Profitability and morality: the dilemmas of crisis-management

By Simon Taylor on 20/03/20 12:17

Hands up who needs help!

That's a reality we are facing every day now, as the full impact of the Coronavirus crisis only begins to emerge. But who needs the most help? The need to keep your business going so staff are paid, and suppliers and their staff are

 paid, is balanced by a myriad of personal concerns for family well-being, local community concerns and in some cases very serious health hazards.

Topics: Crisis Management Emergency Coronavirus
4 min read

Coronavirus: business threat or opportunity?

By Chris Smith on 16/03/20 17:10

The annoying thing about cliches is they are true. And so we must examine what we know to be true here too: that we can surely come through this stronger. How we approach the coming weeks, will determine the future of our businesses. But who will get it right, and how will they go about it?

Topics: Business Coronavirus
2 min read

COVID-19: Yomdel launches rapid-to-deploy emergency live chat teams

By Andy Soloman on 10/03/20 08:00

Live chat teams can be used to relieve overwhelmed customer services in the face of  a deluge of telephone and email enquiries.

Topics: Customer support Managed Live Chat Disaster Management Emergency
2 min read

Provide accessible customer support in Solving Housing Disputes

By Andy Soloman on 06/03/20 17:07

A new report from Justice, the influential all-party law reform and human rights organisation working to strengthen the justice system, has proposed a ‘bold, ambitious’ model to resolve housing disputes and suggested that live chat is an important channel for customer contact.

Topics: Live Chat housing report
5 min read

Customer Experience lessons in Fast-Fashion

By Simon Taylor on 06/03/20 11:00

This week, guest writer Alessa Decker, examined the question of why fast-fashion brands are falling so hard, and whether Customer Experience is already more than actual interface experience. Are businesses missing the underlying needs of customers, and failing to deliver them across the broader experience landscape?

Topics: Research customer experience retail
4 min read

Six steps to customer happiness in a travel crisis

By Andy Soloman on 03/03/20 12:02

The travel industry is no stranger to crisis management, and risks can take many forms. Be it earthquakes or a devastating tsunami, terrorism, ash plumes from volcanoes, pandemics, travel companies going bust or political upheaval.

Topics: Customer support Managed Live Chat Travel Industry Crisis Management
3 min read

How much do you help your best salesperson?

By Tim Breden on 03/03/20 07:45

Mirror, mirror on the wall, who is the best salesperson of them all?
Why, oh why, does every salesperson not look in a mirror every now and then?

Topics: Sales customer experience Mystery Shopping
5 min read

Has Customer Experience turned football fans in to customers?

By Tim Breden on 28/02/20 12:01

21st century customer expectations are sky high, and evermore challenging for businesses to live up to. Continuing our football theme, this week we're taking lessons from the impact of CX on the final frontier of customer advocacy: the football club!

Topics: customer experience sports
1 min read

The beauty of outsourced live chat: expert, easy, effective!

By Chris Smith on 21/02/20 12:02

Being tempted to manage your Live Chat in house is a natural instinct, but look beneath the surface of your own business, and see where the value is really delivered from.

Topics: lead generation Live Chat ROI
4 min read

Defining Customer Experience in Self-Storage

By Chris Smith on 07/02/20 09:15

This week, we're taking a close look at the Self-Storage industry, and the insights we've taken from the SSA's 2019 Annual Report. It sheds light on consumer behaviours when purchasing self-storage, and we draw critical conclusions to what is required to maximise sales conversions in this highly competitive sector.

Topics: Live Chat customer experience Self-Storage
3 min read

The Keys to Customer Experience: Leadership and Empathy

By Simon Taylor on 31/01/20 10:45

In all walks of life, empathy between people creates successful outcomes, never more so than in great Customer Experience. But leadership plays a crucial role too.

Topics: customer experience
5 min read

Optimise your Live Chat for maximum conversion

By Simon Townsend on 24/01/20 10:54

How can I optimise live chat to increase conversions? A question often asked by business owners who realise live chat is something their customers will benefit from, but don't really understand how it works. Or, just as often, by businesses that have implemented a version of live chat, but aren't seeing any clear results.

Topics: Lead conversion Live Chat
5 min read

Will Customer Experience change in 2020?

By Simon Taylor on 10/01/20 11:00

In Spring 2019, property market expert and industry correspondent Chris Watkin interviewed Yomdel's founding partners Andy Soloman and Tim Breden. Here we ask - will 2020 be any different?

Topics: Estate Agents customer experience
3 min read

'Spend a Penny' with Just a Drop and Yomdel

By Andy Soloman on 08/01/20 14:33

Yomdel’s “Spend a Penny” campaign supports Just a Drop in its work bringing safe water and sanitation to communities worldwide.

As a new decade dawns, Yomdel is delighted to announce a new strategic partnership with Just a Drop, the global charity working to bring sustainable safe water, sanitation and hygiene projects to communities around the world.

Topics: Yomdel charity Just A Drop
4 min read

The Highs and Lows of Estate Agency CX

By Gina Fumagalli on 03/01/20 11:50

How good is the Customer Experience in your Estate Agency?

“We’re a small team. I know all my staff do a good job”

Topics: Estate Agents CX Mystery Shopping
4 min read

Customer Experience Integration - the Multiplier Effect

By Simon Taylor on 20/12/19 10:30

Integration is a crucial component of best in class Customer Experience.
If the business doesn’t make the sale – everyone loses.

Topics: sales conversion customer experience CX
1 min read

9 Benefits of Live Chat for Business

By Simon Taylor on 13/12/19 10:01

This week in our blog, we are featuring an infographic from our friends at The Website Group. They create websites daily for businesses all over the world, so they know a thing or two about how to optimise your website, and get it working effectively for your business.

Topics: Lead conversion Live Chat
4 min read

How expensive is cheap live chat?

By Tim Breden on 06/12/19 10:29

Saving money, or minimising cost, on the cheapest live chat you can deploy could be the most expensive mistake you make for your business.

Topics: Live Chat customer experience
6 min read

Top 10 Live Chat quick wins you need to know

By Chris Smith on 27/11/19 14:41

Live chat is becoming a must for businesses who want to connect with as many potential customers as possible. It’s understandable – 87% of purchasing decisions now begin online, according to Salesforce. So online customer experience is critical to success.

Topics: Live Chat customer experience
5 min read

Live Chat Customer Support: How to assess quality

By Tim Breden on 15/11/19 09:37

B&B or the Ritz – what live chat would you choose?

The truth is, not all Live Chat is created equal.

Topics: Live Chat customer experience
5 min read

3 steps to increase your website conversions

By Chris Smith on 08/11/19 17:20

As business owners and digital marketers, you face the same challenge day in day out, regardless of the industry you operate in – “How do we increase our online conversion rates to get more new business?”

Topics: Live Chat customer experience
3 min read

Improve your service with customer psychology

By Simon Taylor on 31/10/19 14:55

Customer Experience can all come down to psychology, and training your staff is ultimately the answer.

Do you ever really know what your customer feels about their experience with your business.

Topics: CX Customer Insights Mystery Shopping
3 min read

Getting Close to the Action - Yomdel

By Gina Fumagalli on 24/10/19 16:51

I’ve had a bad week. Well, Tuesday morning was bad. By lunchtime on Tuesday things were looking a bit rosier, and by Wednesday I was back to my default “glass (at least) half-full” state of mind. Let me explain. Being quite new in my role here at Yomdel and wanting to get closer to our operational processes, I volunteered to do a video mystery shop for one of our clients. Reader, I messed it up… Without going into too much detail, it basically failed to record (turned itself off in my pocket) and all the rich insights I’d gathered and worked hard to engineer into the visit were wasted.

As I sat outside, swearing in my car, I realised that I’d actually gained more from this experience than I’d lost. OK, so my team back at HQ were going to have to re-assign the job and I looked a bit of an idiot, but crucially, I now knew what it really felt like to be one of our mystery shoppers. I knew how important it is to practise with the equipment and research your scenario; I understood the churning stomach feeling as you get into character; I knew how important it is to have a supportive office team behind you; and I knew how important a well-designed questionnaire is. First-hand experience of the tasks you are asking your staff to perform is invaluable and leads to effective and empathetic management, which in turn leads to motivated and high-performing staff.

Mystery shopping is a practical short-cut to this. Maybe you’re a Director whose selling days are a distant memory; maybe you’re a senior manager from a non-sales background; maybe you’re a Sales Director with little customer service experience; mystery shopping gives you that in-the-moment feedback on every step of your sales and customer service processes. Detailed reports and audio-visual footage mean you can observe, first-hand and unfiltered, the challenges your sales teams face and how they deliver your company ethos and hopefully top-notch customer service to boot.

Topics: Customer Insights Mystery Shopping
7 min read

5 reasons chatbots are not a good idea

By Andy Soloman on 22/10/19 12:37

Chatbots, or artificial intelligence (AI) powered 24/7 instant communication channels online, sounded marvellous. The promise was out of this world.

But they have failed, and arguably cause more problems than they solve.

Topics: Live Chat customer experience chatbot
2 min read

Process: the importance of structure in daily tasks

By Simon Townsend on 18/10/19 13:09

How important is process to a business? From the smallest business to the most established brands in the world, having a well-defined business process means the difference between success and failure. Without it, things get lost, things don’t get done, things are forgotten.

Topics: customer experience quality assurance
3 min read

Can you really know your customer?

By Gina Fumagalli on 08/10/19 15:13

Know Your Customer! An easy thing to say, but what does it mean, and how do you go about it?

Topics: Customer Insights Mystery Shopping
5 min read

Quality is the key to incredible live chat results

By Andy Soloman on 04/10/19 12:51

For live chat to be effective it needs to deliver an exceptional quality experience for the customer. Deliver anything less than perfect and you run the risk of annoying people or even turning them away for ever.

Topics: Live Chat customer experience
4 min read

A Sparkling Wine Adventure - Yomdel

By Andy Soloman on 22/09/19 18:18

Yomdel has added a dash of sparkle to its activities this year with sponsorship of the The World’s Finest Glass of Bubbly Awards 2019, organised by Glass of Bubbly. Judging took place in September at the prestigious London Marriott Hotel County Hall, when wine experts gathered over two days to first blind hundreds of champagnes and sparkling wines from across the globe, before grading and determining the medal winners.

Topics: Champagne Sparkling Wine Sponsor
2 min read

DIFD -- An Amazing Charity Adventure

By Andy Soloman on 11/09/19 16:35

Yomdel supports a number of charities each year, and the latest adventure was an amazing coming together of estate agents and their suppliers to raise money for the Huntingdon's Disease Association as part of "Do It For Dom" (DIFD) canoeing down the River Wye.

Topics: Estate Agents charity
3 min read

Benefits of Live Chat | Yomdel

By Andy Soloman on 03/09/19 09:45

You spend hundreds, if not thousands of pounds on marketing campaigns to drive people to your website. And rightly so. Research has suggested that 87% of purchases begin online. This behaviour is very much on an upward trend (up from 71% last year).

Topics: Live Chat customer experience
4 min read

6 reasons removals businesses should use managed live chat

By Andy Soloman on 31/05/19 09:55

I've found myself reflecting on how removals companies can improve their lead generation and also create competitive advantage.

Topics: Live Chat removals
2 min read

Live Email ups the stakes for estate agents serious about growth

By Andy Soloman on 24/04/19 14:17

This new Yomdel initiative means estate agents need never miss another portal lead again to uncover hidden opportunities that will grow their businesses.

Topics: Estate Agents Lead Management
4 min read

Some businesses ‘get' Customer Experience

By Simon Taylor on 12/04/19 10:00

Customer Experience – why do only the best ‘get it’ ?

Queues. Attitude. Unreturned calls. We’ve all been there. It’s astonishing how often it still happens, given today’s multi-front battle for commercial survival. Somehow the customer seems to feature last in the picture.

Even amongst retailers, excellent service can be a somewhat distant utopia, and when a fabulous interaction is experienced it’s too often the exception not the rule. Unsurprisingly month after month large B2C organisations with bricks and mortar models report an annual dwindling of footfall and consequently revenue.

The consumer’s pound is precious, and I sometimes look enviously at other countries. The dollar especially seems to be more coveted, with great service and excellent overall customer experience being a standard in the US. Restaurants, banks, car dealers, real estate agents, department stores – all seem to ‘get’ the need to serve customers well.

In the UK, online rockets ahead as the fastest growing way for a consumer to acquire goods and services. Why? Because the ‘Amazonification’ we’ve seen in the last decade or so, offers the buying public what they want most:

  • Value
  • Choice
  • Speed
  • Convenience
  • Reassurance of quality

And they get it without the queues, attitude or unreturned calls!

Around 20% of all retail purchases are now online. That’s over a whole day of high street footfall lost over time, so not surprising that fewer stores open, and every year higher numbers close forever. The tragedy of Debenhams’ struggle continues this week, and exemplifies the battle perfectly. But not all is lost.

Whilst Amazon, eBay, Walmart and their like get their heads around solving ‘instant delivery’ gratification, retailers still have exactly that as their biggest remaining advantage. Customers will always want an immediate, immersive experience with the product they seek. The issue retailers must avoid though, is a tendency to get in the way of the customer.

Whilst they too offer choice, quality reassurance and most crucially a ‘take me home now’ advantage, their customer experience credentials simply haven’t kept up with customer expectation. The online retail game-changers have set a new bar, and customers demand that all retailers live up to it. It’s the new benchmark, against which their expectations are set.

Shopping face to face should be a pleasure, but increasingly online is the easy alternative. But Amazon, Asos, Boohoo and the rest don’t have to win the war.

The best retailers already know that superb experiences will capture customers today and into the future. When John Lewis opened its Westfield store last year, they revealed a store for the future. It even included an Experience Desk! Who says the Department Store is dead.

Look at the banks! Our most traditional, legacy industry finally ‘got’ experience. Halifax in Oxford Street has a coffee shop, and a kids zone! But I see small businesses too, creating pop-up experiences and placing an emphasis on good old face to face service that truly nurtures customers.

And only this week, Primark announced their biggest store ever in Birmingham will include a Disney-themed cafe and shopping area, a beauty studio, a Hogwarts Wizarding World section, a custom lab is going to enable shoppers to print personalised T-shirts and other clothing, and shoppers will also be able to donate old clothes and shoes of any brand for recycling. That’s how big retailers face the future.

The very best know that customer experience should be just that… an actual experience. And it doesn’t have to be an expensive, immersive experience. It just has to be impressive, memorable and savoured – talked about; that can be done equally well by great sales people, caring service staff – usually happy employees. (That’s another blog right there!)

Of course, lifting ‘bricks and mortar’ shopping up by its bootstraps and elevating it to something fun and exciting is not just a question of sorting the people element out. Incorporating online and digital innovation into a traditional business is also key.

Retailers must have first-class online experiences AND in store experiences, that allow the customer to navigate seamlessly between the two. Every channel and stage of the customer journey must be bench-marked and tested against customer expectations that have been rigorously researched.

The future may be ominously dictated by Amazon again, having now taken big steps in to ‘bricks and mortar’, opening physical bookstores, Amazon Go grocery stores and the Amazon 4 Star store. Why? Because they intend to show customers how in store retail should be done, blended with online, marrying the two worlds in to one, with a focus on removing all the friction points remaining that still frustrate consumers. Ouch!

At Yomdel we’re obsessed with great customer experience. We watch keenly, and we help everywhere we can. We’d be delighted to hear your thoughts and responses. Email us anytime at info@yomdel.com

 

Yomdel is one of the UK’s premier providers of Customer Experience Services, including:

Live Chat – real people answering customer questions via your website 24/7
Mystery Shopping – testing your team to make sure they really are excelling face to face. And rewarding them for doing so.
Market Research – understanding customer expectations of your business, and how you can exceed them, to grow your customer lifetime value.
Topics: customer experience CX
12 min read

Proptech leaders join forces to power agencies forward

By Andy Soloman on 26/03/19 12:51

Property services Industry leaders join forces to help estate agencies through a volatile market
Topics: Estate Agents Property
2 min read

How do retailers remain relevant in today’s digital world?

By Andy Soloman on 12/03/19 12:19

The spotlight of UK retail has shifted from a poor performance over the Christmas period to the challenges that now lie ahead for bricks and mortar outlets to remain relevant in a digital age of convenience and better value.

Topics: digital retail
1 min read

Free food...! Why?? - Yomdel Customer Experience

By Chris Smith on 25/02/19 15:36

The Restaurant Manager wanted to give us free meals even though the service was excellent and food was great.

Topics: customer experience CX
9 min read

Who has thrown the best political house party?

By Andy Soloman on 22/02/19 17:48

The UK’s current political landscape is in turmoil and with both main parties fighting among themselves and the latest developments of a Labour Party split with seven of its members resigning the party whip. With Nigel Farage also waiting in the wings with his new Brexit Party should Article 50 be further extended, it could all get a bit more uncertain yet, so we've looked at which party is the best for house price growth to at least settle one debate. 

Topics: Property house prices
5 min read

Property prices with love in the address sell for 105% more

By Andy Soloman on 14/02/19 15:44

We may be going through a messy break up with our long-term European partner, but the UK property market is still showing the love with properties selling in 15 locations with love in the name – almost all of them for above average price.

Topics: Property house prices
2 min read

Interest rates freeze but house price growth yet to thaw

By Andy Soloman on 13/02/19 07:31

The Bank of England has made the decision to leave interest rates frozen at 0.75%, a decision welcomed by many.

Topics: interest rates house prices
2 min read

UK property market slow out of the blocks in 2019

By Andy Soloman on 06/02/19 07:47

The latest Nationwide House Price Index has been released and with it came the first look at UK property market health in 2019.

Topics: Property Nationwide House Price Index
2 min read

Shop prices increase at the highest rate in almost six years

By Simon Taylor on 05/02/19 15:41

The latest Shop Price Index from the British Retail Consortium shows that shop prices increased by 0.4% in January, the fastest pace of annual growth in nearly six years. Despite this uplift, experts have warned that inflation is not currently a risk provided the UK can avoid a no-deal Brexit. 

Topics: retail BRC Shop Price Index
5 min read

The UK’s unlikely smart home hotspots

By Andy Soloman on 30/01/19 16:19

 
Topics: Customer Technology
2 min read

House price growth stutters as political headwinds hit gale force

By Andy Soloman on 18/01/19 17:09

This week the latest UK House Price Index provided us with a concrete look at the state of the market.

Topics: Property house prices
2 min read

News: property gamechanger at the Guild Conference 2019!

By Simon Taylor on 17/01/19 15:40

We've taken our next step in shaking up the traditional estate agency sector by offering The Guild of Property Professionals member agents our award-winning live chat service free of charge. 

Topics: conference Property
1 min read

Say hello to Simon, our new Marketing Director

By Chris Smith on 16/01/19 14:22

We’re proud to announce our first high-profile hire for 2019, appointing Simon Taylor as Marketing Director.

Topics: Yomdel Lead Management
1 min read

Halifax figures bring festive cheer for UK homeowners

By Andy Soloman on 12/01/19 14:10

Despite a rocky year of political uncertainty for the UK housing market, the latest figures for Halifax show that December brought some festive cheer for homeowners as house prices increased by 1.3% on a monthly basis, up 2.2% year on year.

Topics: Property Property Prices
2 min read

No Christmas miracle for UK retail as sector flatlines in December

By Chris Smith on 11/01/19 17:53

While December saw a positive uplift in the housing market, the same can’t be said for the UK retail sector.

Topics: retail Christmas
2 min read

BRC says shop prices up in December despite heavy discounting

By Andy Soloman on 09/01/19 08:21

The latest BRC-Nielsen Shop Price Index shows that overall inflation accelerated to 0.3% last month compared to a year ago, and up from 0.1% in November.

Topics: BRC Shop Price Index BRC
1 min read

UK house price growth slows in December says Nationwide

By Andy Soloman on 08/01/19 10:01

The latest Nationwide House Price Index has been released for December providing the first look at how the UK property market performed in 2018.

Topics: Property Prices house prices
1 min read

Yomdel's Andy Soloman interviewed on talkRADIO

By Andy Soloman on 05/01/19 15:33

Yomdel's Founder & CEO, Andy Soloman, was interviewed about falling or slowing house price growth by Jamie East on "Eastworld", broadcast on London radio station talkRADIO on 4th January.

Topics: talkRADIO Nationwide House Price Index
2 min read

House price growth hits a 63-month low

By Andy Soloman on 20/12/18 13:09

The latest UK HPI has been released looking at house price growth across the UK and unfortunately for the nation’s homeowners, it shows that the rate of growth is at its lowest in 63 months!

2 min read

Buyer Activity is Highest During Christmas Eve

By Andy Soloman on 13/12/18 11:16

While many UK home sellers may choose to sit back and relax over the festive period with the intention of picking things back up in the New Year, data from Yomdel shows why having your property on the market over Christmas, particularly Christmas Eve, could aid your sale and secure a buyer in these tougher market conditions.

2 min read

House price growth slumps to six year low

By Andy Soloman on 10/12/18 14:26

The latest Halifax House Price Index doesn’t make for the most festive reading for homeowners across the UK, as house prices take a tumble in November.

3 min read

We're proud to support SOS Children's Village Davao

By Andy Soloman on 08/12/18 12:39

By Andy Soloman, Yomdel Founder & CEO

1 min read

Nationwide House Price Index: Unseasonal growth in November

By Andy Soloman on 06/12/18 08:13

The latest figures from Nationwide show that UK house prices have seen an unseasonal uplift in November, with the annual rate of growth currently at 1.9% compared to 1.6% this time last year.  There has also been a marginal monthly uplift of 0.3% between October and November after monthly growth remained static the previous month.

2 min read

Santa Integrates Live Web Chat into 2018 North Pole Operations

By Andy Soloman on 05/12/18 14:32

As the UK's leading provider of managed webchat, we're proud to announce that we've teamed up with Santa Claus to provide a quicker, cost-effective and more environmentally friendly way for children to deliver their Christmas wish lists this year.

2 min read

Help-to-buy property scheme hailed a success, but scepticism remains

By Andy Soloman on 04/12/18 10:36

The government has today released data detailing the success of its various Help-to-Buy schemes.

1 min read

Buyer demand returns as mortgage approvals climb

By Andy Soloman on 28/11/18 13:18

The latest mortgage approvals data from the British Bankers’ Association has been released for October and the data shows that the number of British homebuyers applying for a mortgage increased from 38.5k to nearly 39.7k month on month.

1 min read

Rate of house-price growth lowest since March 2013

By Andy Soloman on 09/11/18 08:01

This week’s Halifax House Price Index shows house prices have continued to climb, despite the rate of growth slowing to its lowest point since March 2013. 

1 min read

Christmas season brings another slump in shop prices

By Andy Soloman on 08/11/18 15:07

This week the latest BRC-Nielsen Shop Price Index was released, providing the latest look at the state of the UK retail sector.

1 min read

Interest rates frozen at 0.75%

By Andy Soloman on 01/11/18 13:51

The Bank of England has just made the decision to leave interest rates frozen at 0.75%.

4 min read

Top Christmas Consumer Spend Trends for 2018

By Andy Soloman on 30/10/18 18:04

You may have seen our CEO and Business Growth Expert Andy Soloman feature in the Independent I this week around the top consumer trends for Christmas 2018, but if you missed it you can read the full article right here.

Topics: Christmas
2 min read

Autumn Budget brings big boost for British business

By Andy Soloman on 30/10/18 16:55

Yesterday’s Autumn Budget may have lacked any meaningful announcements where the UK property market is concerned, but it certainly delivered in giving the nation’s small business owners a boost in what has been a rough ride over the last year or so.

Topics: Autumn Budget
1 min read

Mortgage approvals dip in September

By Andy Soloman on 29/10/18 16:45

According to the trade body, UK Finance, the number of mortgage approvals recorded in September fell year-on-year.

2 min read

Online Continues its Retail Take Over - Yomdel

By Andy Soloman on 21/10/18 15:15

The latest retail sales figures from the Office for National Statistics have been released shining a light on the current state of the UK retail sector. 

Topics: retail
2 min read

House prices still on the up, but the rate of growth slows

By Andy Soloman on 19/10/18 14:06

The latest house price figures from the UK House Price Index were released this week providing a comprehensive look at the state of the UK market.

Topics: Property Prices
2 min read

British retail hits five-month sales slump

By Andy Soloman on 11/10/18 10:28

The latest figures on like-for-like sales from the British Retail Consortium have just been released, shining some light on the performance of the British retail sector in September, based on actual sales from participating companies.

Topics: BRC
3 min read

London’s private jet property price uplifts

By Andy Soloman on 10/10/18 16:53

It’s not been an easy ride for London’s most prestigious homeowners since the market crash of 2007 when property values across prime central London plummeted (and everywhere else for that matter). To rub salt in the wound, the top end of the market has seen the largest adjustment in asking prices due to the impact from an uncertain market in Brexit limbo.

Topics: Property Prices
3 min read

Are you prepared for the Christmas consumer onslaught?

By Andy Soloman on 06/10/18 14:30

The latest Shop Price Index from the British Retail Consortium was released last night, and the top line figures show good news for the UK retail sector as strong consumer demand has seen the price of goods increase by 0.2%.

Topics: retail BRC Shop Price Index
1 min read

Halifax House Price Index – September 2018

By Andy Soloman on 05/10/18 15:34

The latest house price index has been released providing a further indicator on the health of the UK property market.

Topics: Property Prices
2 min read

Nationwide House Price Index - September 2018

By Andy Soloman on 02/10/18 12:23

Nationwide has released its latest house price index for September, including its third quarterly view for 2018.

Topics: Property Prices
2 min read

Hometrack Cities Index - City House Prices Up 3.9%

By Andy Soloman on 27/09/18 12:03

The latest Hometrack Cities Index for August is out and shows that house price growth across the UK’s 20 major cities is currently running at 3.2%.

Topics: Property Prices Hometrack City House Prices
1 min read

Tim Breden on Newstalk radio

By Andy Soloman on 25/09/18 09:00

Yomdel's Chief Operating Officer, Tim Breden, was interviewed on the future of the high street by Bobby Kerr on "Down to Business", broadcast on Irish radio station Newstalk 106-108fm on 22nd September.

Topics: Tim Breden retail radio newstalk interview
2 min read

The Death of the High Street - Yomdel

By Andy Soloman on 17/09/18 11:56

With greater choice, value, and convenience, online shopping is taking the UK by storm, with almost 20% of all purchases now taking place online.

Although day-to-day we probably don’t think about the overall impact of our inclination to turn to Amazon before our local high street, we’re sadly now starting to see more and more shops - that we thought we could always rely on to be there - close down as a result.

We recently ran some research using retail sales data from the Office of National Statistics (ONS) because we wanted to see how prominent internet shopping has become in recent years – and what this will mean for the future of bricks and mortar retail.

While online spending varies throughout the year (with expected spikes around Christmas for example) it has grown dramatically since 2007. 11 years ago, the average number of online sales as a proportion of all retail was just 3.3% while so far this year, online sales already account for 17.5% of all retail transactions. This represents a 1.29% average growth every year.

Now common sense would suggest that with constant digital innovation, year-on-year growth is only set to speed up, but even if we did continue to follow this trend of 1.29% growth each year, a quarter of all retailing will be done online by 2024! It’s starting to make sense now why we’re slowly but surely losing our high street…

By 2044 half of all purchases will be carried online, and by 2082 we’ll eventually hit 100%.

In reaction to these findings, our Founder and CEO Andy Soloman, commented:

As a company that has pioneered innovation in business through technology, we welcome any development that can help improve a business, both from a professional and consumer standpoint. This research shows how prominent technology and the internet is becoming in our day-to-day shopping habits, and further innovation to the retail sector could even see the high street struggle to compete a lot sooner than these figures suggest.

However, we believe the human element is absolutely vital in commerce - even with the best technology - and particularly when dealing with complex customer enquiries. Rather than the high street becoming obsolete, we like to believe it will survive and evolve to deal with the changing face of consumer behaviour as people will always value that personal aspect that a physical shop provides.

What’s perhaps more important for high street retailers to consider, is how they not only pivot with the times, but integrate a successful solution into their current offering to accommodate a growing preference for customers to approach and engage with their business online. This could be through a more engaging website, web-based contact options such as automated contact forms, a well-formed FAQs section or a managed live chat service. The internet isn’t going away, but there’s more than enough room for everyone to exist and to use it to our benefit.

Topics: High Street online retail online shoppers
5 min read

Live chats: our funniest (read weirdest) chats!

By Andy Soloman on 16/08/18 13:02

Recent innovations in technology have allowed businesses to connect with their customers wherever they are in the world, at any time of day. Live chat, is the perfect example, enabling companies to have proper conversations 24/7. But that doesn't mean that all of those conversations necessarily make sense...

Topics: Live Chat customer experience human interaction
3 min read

Yomdel is growing rapidly, and I love this journey

By Andy Soloman on 26/06/18 10:04

Yomdel is on an amazing journey, and in four years we have consistently doubled our revenue year-on-year and grown to become the leading provider of managed live chat services in the UK. Our acquisition this week of customer experience experts 360 Perspectives marks the next stage in our evolution.

Topics: Managed Live Chat Acquisition customer experience
2 min read

Press release: Yomdel broadens its offering with key acquisition

By Andy Soloman on 26/06/18 00:01

The pioneer of 24/7 fully-managed live chat services today announced its first acquisition, extending its offering to further support the growth of businesses across the UK.

Yomdel, the UK’s award-winning provider of high-quality managed live chat that enables businesses to be “open all hours”, has acquired 360 Perspectives, one of the UK’s leading mystery shopping and market research agencies, for an undisclosed sum.


Andy Soloman, CEO and Founder of Yomdel was pleased to announce the news. “This is a really exciting time for our business. Since launching in 2014 we have worked hard to broaden our product portfolio from intelligent 24/7 live chat to include a suite of other complementary products and services.


“We recognise that rather than working with multiple suppliers, our clients seek an expert that can offer an integrated solution to help them drive business growth. That’s what made 360 Perspectives, with its expertise in customer experiences, the ideal acquisition.”


360 Perspectives started in 2004 and over time has developed a wide array of products and now offers hundreds of services that provide businesses with vital insight into the behaviour of their prospects, customers and employees. Offerings include benchmarking projects and competitor analysis as well as consumer behaviour studies and mystery phone calls. 360 Perspectives works with multiple sectors, including property, retail and e-commerce and have conducted over 50,000 mystery shops to the estate and lettings agency sector this year alone.


“By now being able to offer a whole host of fantastic additional services, we are extending our position as a true business growth partner to our clients,” Soloman continued.


The expanded Yomdel will continue to be led by Founder & CEO Andy Soloman and MD Tim Breden, while 360 Perspective’s Founder, Nick Meinertzhagen, will continue to lead growth for the acquired firm as well as taking on a broader role for Yomdel as Head of Customer Experience. This approach will provide businesses with a one-stop solution that gives access to experts without diluting either offering.


MD Tim Breden welcomed Nick Meinertzhagen to the Yomdel Group. “We’re delighted to be working with a fantastic new team at 360 Perspectives. Nick brings with him over 14 years of experience in the field of consumer insight and we have no doubt that he will be a huge asset to the business.”


Yomdel currently generates significant growth for its clients by offering a range of services that includes unique innovations such as Yomdel Live Connect which instantly connects a chat with a hot lead to a phone call. Customers can also benefit from integrations with their CRM system, diary management and engagement via SMS.


Breden concluded: “While looking forward to a prosperous relationship with 360 Perspectives, Yomdel continues to look ahead, seeking further acquisition opportunities to become the ultimate business growth partner to our customers.”

Topics: Business Andy Soloman Customer Research Small and medium enterprises SMEs customer service company news Managed Live Chat Tim Breden Acquisition
3 min read

5 reasons managed live chat is a must for your website

By Andy Soloman on 20/06/18 12:13

Whether you’re looking to drive more sales, increase lead generation, or improve the customer service and support that you offer online, having managed live chat on your website will make a huge difference to the performance of your business.

There are so many reasons why having managed live chat on your website is a no-brainer. But we appreciate you don’t have all day, so here are just five key reasons…

Topics: Customer support lead generation Live Chat customer service
3 min read

Transforming distracted visitors into loyal customers

By Andy Soloman on 06/06/18 18:42

It's not what you know, it's who you know. Right? I'd argue it's a bit of both. Over the past few years Yomdel has worked closely with an amazing search marketing agency in Norwich called Fountain Partnership. Together we have helped contribute to the significant growth of the disruptive national estate agency business EweMove.

Topics: Google Managed Live Chat CRO conversion rate optimisation presentation
2 min read

We have a winner!

By Andy Soloman on 23/05/18 10:43

Congratulations to Samantha Bateman from Belvoir! who has won an Amazon voucher from Yomdel worth £100!

Topics: Business Estate Agents Property Real Estate Small and medium enterprises SMEs customer service company news best practice Managed Live Chat
3 min read

Excelerate your business – our Google Connect event

By Andy Soloman on 17/05/18 11:57

With the world at our fingertips, our expectations have changed. We want everything now, and as a business we’re consistently embracing new technologies to make this happen. Digital marketing is an integral part of our business model, as it is for all the most innovative estate agents.

Topics: Estate Agents Lead conversion Real Estate best practice Managed Live Chat CRO conversion rate optimisation
2 min read

FUTURE: PropTech & Yomdel announce strategic partnership

By Andy Soloman on 20/03/18 11:37

Here at Yomdel, we are delighted to announce our newest strategic partnership with FUTURE: PropTech, the world’s leading event focussed on emerging property technology solutions, which through bringing human interaction online is aimed at bridging the digital and real worlds.

Topics: PropTech Managed Live Chat
3 min read

Yomdel enables The Property Ombudsman to assist more people

By Andy Soloman on 07/03/18 20:23

At Yomdel we are really proud of the client relationships we have. It is a true collaboration, and when we sit down and work closely together (as in the case of The Property Ombudsman below) the results can be genuinely outstanding. The following article is important for a number of reasons. Interestingly, very few if any other Ombudsmen services or consumer redress schemes in the UK, offer people the ability to engage 24/7 via managed live chat online. This really should be a critical component of any scheme, after all the goal is to offer people information, help and support, and to be most effective these services need to be readily available all of the time. In the case below, a big finding is that many people are simply unaware of their rights, or processes, and enabling them to quickly find answers to common queries and point them back to be able to resolve their issues without needing to get to the point of last recourse and seek redress through an official scheme.

Topics: best practice Managed Live Chat
1 min read

Find out what the top 3 best estate agents have in common

By Andy Soloman on 21/01/18 12:57

The best estate agents in the UK in 2017 have been identified by review site allAgents. Aside from these three agents being loved by their customers, they have one thing in common: They all use Yomdel to provide award-winning 24/7 customer support online.

Topics: customer service

20 Ways to Smash Search Marketing in 2018

By Andy Soloman on 05/01/18 09:13

Yesterday we published a blog post exploring just how important Search Engine Optimisation, or SEO, was. Today we'd like to add to that by sharing wonderful infographic from the smart search experts at Click Consult  that explains just how SEO works.

 





Topics: infographic SEO
4 min read

Don't ignore SEO if you want to generate leads

By Andy Soloman on 04/01/18 09:30

Search Engine Optimisation, or SEO, is important if you want more leads from your website. Successful online lead generation starts with driving visitors to your website through providing great and highly relevant content. So, if you want to think about increasing sales you need to think about SEO.  

According to Google’s statistics, in 2016 there was an averge of 9 billion searches a day on Google alone. It’s now even part of our vocabulary, where the term ‘Google it’ is universally understood when someone is looking for a product, service, or information.

Topics: lead generation Live Chat best practice SEO
3 min read

Why you shouldn’t ignore Facebook pages

By Andy Soloman on 03/01/18 09:30

Facebook is one platform you should never ignore, and Yomdel is able to extend its managed live chat service to your page. With over two billion active users worldwide, its dominance in the social media sector is hard to deny. As of the end of the year, there were 65 million business pages on Facebook, all hoping to grab the attention of its average 1.37 billion daily users.

Topics: Facebook lead generation Live Chat best practice
3 min read

How managed live chat takes the sting out of the New Year buzz

By Andy Soloman on 02/01/18 10:27

Managed live chat helps you get fully up and running in the New Year, gives your customers online a terrific experience, and helps you generate more business at a critical time in the year.

Topics: lead generation customer service Managed Live Chat
3 min read

How Yomdel managed live chat increased Northwood revenue

By Andy Soloman on 20/12/17 16:19

National UK estate and letting agency brand Northwood adopted 24/7 managed live chat from Yomdel in early 2016, and the results have been outstanding. The franchise network of around 90n offices spans the length and breadth of the country, and offers a variety of sales and lettings services. Always evolving and growing, Northwood originally came to Yomdel seeking a way to convert more of their website visitors in to leads, no matter what time of day or night. In this ‘on demand’ era, where consumers expect instant gratification, the ability to have your questions answered instantly is a clear competitive advantage.  

Topics: lead generation Live Chat Property sales conversion
2 min read

OneDome partnership announcement

By Andy Soloman on 14/12/17 09:38

As online experts in lead conversion and delivering the highest standards of customer care in a digital environment, we are delighted to announce that we are teaming up with proptech trail-blazers OneDome.  The partnership involves cross-promotion of each other's highly complementary services to new and existing clients to provide progressive estate agents a strong competitive advantage in an increasingly challenging marketplace.  

Topics: Property Property Tech company news
1 min read

5 Reasons why every estate agent should invest in live chat

By Andy Soloman on 07/12/17 08:01

It’s well recognised in the property industry today that an estate agent’s website is their single biggest branch – and in an increasing number of cases, their only branch. And as prop tech solutions continue to change the shape of how many in the industry manage their businesses, being digitally savvy is an increasingly key part of an estate agent’s job description.

Topics: lead generation Live Chat Property sales conversion
2 min read

Keep the valuable online leads coming over Christmas

By Andy Soloman on 06/12/17 12:20

 So you've booked the staff Christmas party and worked out your holiday opening hours but how are you going to keep your sales leads coming in when your business is closed?

Topics: Events lead generation Live Chat sales conversion
2 min read

Q&A with Rebecca Howard - Operations Manager

By Andy Soloman on 28/11/17 15:01

Here at Yomdel we like to think of ourselves as a friendly (yet professional) bunch. We’re passionate about delivering the best possible leads and customer service solutions to be found anywhere online, while at the same time delivering it with a smile.  

Topics: lead generation Live Chat company news
1 min read

Yomdel attend the 24th Annual RAN Awards

By Andy Soloman on 24/11/17 18:02

Yomdel were proud to attend the 24th Relocation Agent Network annual conference and awards which took place in London on the 17th November. Not only did the event include celebration of the successes of the deserving winners (including several Yomdel clients), over 425 delegates participated in keynote conference sessions from across and outside the industry.

Topics: Events Live Chat Property company news
2 min read

How Yomdel Chat can generate leads for your business

By Andy Soloman on 21/11/17 15:05

No one likes to be sold to. That experience when you walk into a store and feel like the sales person is stalking you, we all hate it. They bombard you with conversation starters to try and get you talking and, without listening, tell you that the product that you just happen to have glanced at is exactly right for you. It’s the type of sales technique that makes us want to run a mile, but it is surprising how many companies still employ this method of selling. We can guarantee you that it doesn’t reassure the client that you genuinely understand their buying needs, and will rarely convert into a sale.

Topics: Customer engagement Lead conversion Live Chat
2 min read

Yomdel recognised again as a winner by the property industry

By Andy Soloman on 13/11/17 10:12

Yomdel's continuing success in the property industry was recently recognised at the 2017 Negotiator Awards in London. We were delighted to take home bronze in Supplier of the Year: Technology category, particularly as we were one of seventeen short-listed and included many big, established names in the industry. 

Topics: Live Chat Property Property Tech
3 min read

Managed live chat versus inhouse live chat: What's the difference?

By Andy Soloman on 01/11/17 17:18

 

Any live chat  solution will involve placing code on your website to allow for a two way conversation  in real time between the website visitor and a company representative.  At a basic level there are two different options for businesses to choose between when it comes to selecting a live chat solution for their business.

Topics: Customer support Live Support Customer engagement Customer relationship management Live Chat
2 min read

Are you reactive or proactive when it comes to customer service?

By Andy Soloman on 30/10/17 16:56

We all demand more today; our online world has created a culture of instant gratification, as everything is at our fingertips and we can get everything we want, now. So the question is - how long do you expect your clients to wait for a response from a member of your team? And more importantly - how long are they prepared to wait?  Therefore the big question is: are you reactive or proactive when it comes to customer service?

Topics: Customer engagement Live Chat customer service
2 min read

Yomdel voted the best live chat provider for estate agents

By Andy Soloman on 30/10/17 11:40

Yomdel has been recognised as the best provider of managed live chat services to UK estate agents and as one on the overall top suppliers to the sector in the country. At the first ever EA Masters Awards, we were awarded Silver for best overall medium-sized supplier and described as exceptional by the judges.

Topics: Live Chat Property Property Tech ea masters
3 min read

The power of reviews and why you should take notice

By Andy Soloman on 30/10/17 10:40

No matter how much money you spend on marketing and advertising, you cannot compete of the power of word of mouth. It doesn’t matter if it is a conversation on the street or online, that personal opinion, review or testimonial can carry more weight in just a few words than a full-scale marketing campaign. Good reviews can persuade and convert; bad ones can diminish or hinder everything you’ve worked so hard to achieve.

Topics: Customer engagement Customer relationship management referrals reviews
2 min read

The last few live chat myths dispelled - or so we hope!

By Andy Soloman on 12/08/16 09:22

A few final myths about the impact that live chat can have on your business. 

If you have any questions about live chat, and how it might work for you, just give us a call, we always look forward to a chat!

Topics: Business Customer E-commerce Live Chat myths Property Social Media Technology Yomdel Live Lead
1 min read

Could you convert more of your leads into sales? We think so…

By Andy Soloman on 04/08/16 13:16

Yomdel Live Connect. You might be wondering what that is? It’s as simple as the name suggests. With our new service, we make your customer’s digital experience more connected, and give you the opportunity to convert more leads into sales.

Topics: Customer E-commerce Lead conversion Live Chat Property Technology Yomdel connect

The increasing importance of live chat

By Andy Soloman on 22/07/16 17:07

Here's a little infographic based on data taken from the 2015 UK State of Multichannel Customer Service Report, which shows the impact live chat is starting to have on the customer experience in the UK. Contact Yomdel to let us help you take your business to the next level with Yomdel Live Lead.

Topics: digital Customer E-commerce infographic Live Chat Property Social Media Technology United Kingdom Yomdel Live Lead
3 min read

More live chat myths dispelled

By Andy Soloman on 21/07/16 14:33

Following on from last week’s blog about live chat myths we got some really interesting questions from readers of the blog, so we are going to attempt to dispel a few more myths prior to the summer holidays.

Topics: Customer Customer engagement E-commerce holidays Live Chat Property ROI SMEs Social Media sunshine Technology Yomdel Live Lead
1 min read

Andy Soloman Fine & Country presentation

By Andy Soloman on 20/07/16 10:04

Andy Soloman, Founder and CEO of Yomdel, takes a few minutes at the recent Fine & Country Big Weekend to talk the attendees through the benefits of the Yomdel Live Lead service that has just been added to their websites.

Topics: Fine & Country Andy Soloman Events Live Chat Property Yomdel Live Lead
1 min read

Andy Soloman chats with ideology consulting

By Andy Soloman on 19/07/16 11:30

Our Founder and CEO, Andy Soloman, recently chatted with Mike Cattermole  as part of the ideology consulting video interview series with bright minds in the property sector.  

Topics: Blueberry Mortgages Fix Flo ideology consulting Customer Live Chat My Audience Social Media Yomdel Live Lead
3 min read

What is Live Chat? - Live chat myths explained

By Andy Soloman on 15/07/16 09:46

There is still uncertainty about live chat, even though its availability and use is becoming more and more widespread on websites we use. Here are some common myths about live chat…and the truth, according to Yomdel, behind them!

Topics: Business holiday Customer E-commerce Live Chat myths Property Revenue Social Media Technology Yomdel Live Lead
1 min read

Can Yomdel help your business, post Brexit?

By Andy Soloman on 14/07/16 09:20

A recent survey of the Royal Institution of Chartered Surveyors has shown that new buyer enquiries in the run-up to and immediate aftermath of the EU referendum fell to their lowest reading since mid-2008, while instructions had their steepest fall on record with 45% more surveyors reporting a drop (source Property Industry Eye)

Topics: Brexit Customer Live Chat Property Social Media Technology Yomdel Live Lead
1 min read

Using Live chat to offer omni channel support to your clients

By Andy Soloman on 13/07/16 13:31

Omni channel support, you may ask yourself. What on earth is that? Well, if you are looking to invest in your website, increase your business and generally make your company more customer friendly to the 21st century shopper, you need to be omni channel ready.

Topics: Customer E-commerce Live Chat revenue generation Technology Yomdel Live Lead
1 min read

A Yomdel Poem by Carolyn Lewin-Jenkins

By Andy Soloman on 08/07/16 12:50

Written by Carolyn Lewin-Jenkins

Topics: Customer Customer engagement Live Chat poem Yomdel Live Lead
1 min read

How is your company coping with the 24/7 customer experience?

By Andy Soloman on 05/07/16 15:43

The introduction of mobile technology has led to a rapid adoption of a 24/7 culture: not only is it now seen as normal that you read your work emails during the evening, but also that your customers expect to be able to get answers to questions outside of the traditional office hours.

Topics: digital Customer E-commerce holidays Live Chat Technology Yomdel Live Lead
1 min read

How are you looking after your web visitors?

By Andy Soloman on 01/07/16 11:35

In a world where digital dominates almost everything we do, many businesses across the UK are changing the way they think about customer service. More and more customers are opting to use platforms such as social media to communicate with businesses, and many are using that as an opportunity to express their dissatisfaction with the service received. As a result, exchanges between customers and businesses, on platforms such as Twitter, regularly ‘go viral’. And these sorts of exchanges reflect a significant change in the methods now used by consumers to interact with businesses.

Topics: Live Chat Sales Technology
1 min read

Seven Steps to Poor Customer Service

By Andy Soloman on 29/06/16 10:55

Have you seen this recent blog by Daniel Bailey, courtesy of Customer Experience Magazine?

Topics: E-commerce Live Chat Outsourcing
1 min read

Video from FUTURE: Property Tech

By Andy Soloman on 23/06/16 15:35

Following Yomdel’s recent appearance at FUTURE Property Tech, our CEO and founder, Andy Soloman, gave this short interview. He gives a brief overview of the services Yomdel provide. Not sure if live chat fits your sector? We work in an ever expanding number of sectors including property, finance, automotive, travel and hospitality, helping our customers and partners to provide a fantastic digital customer experience. 

Topics: Business Estate agent Andy Soloman Customer E-commerce Events lead generation Live Chat Property Technology
2 min read

PROPTECH: Yomdel will be at FUTURE: Property Tech

By Andy Soloman on 17/05/16 11:54

At Yomdel we like to carefully choose events we attend. Be they exhibitions or conferences, for us the most important thing is not necessarily how many people will be there but the calibre of the people that will be attending.

Topics: Business FUTURE: Property Tech Google Codenode Estate Agents Events Live Chat Property Property Tech PropTech Real Estate Technology United Kingdom Yomdel Live Lead
1 min read

VIDEO: Estate agent saw leads up 47% with Yomdel

By Andy Soloman on 06/04/16 13:00

At Yomdel, we love it hear of success stories from our estate agent clients and the impact that our 24/7 live chat service has made on their business. In this video, Andy, our CEO and Founder, explains the stunningly brilliant results achieved in the first few weeks for a well-known UK national network of estate and letting agents.

Topics: Business Estate agent lead gen Andy Soloman Customer Lead conversion lead generation Live Chat Property Real estate broker United Kingdom Yomdel Live Lead
2 min read

Carol Smillie hears how EweMove won instructions

By Andy Soloman on 24/03/16 18:38

At Yomdel we frequently hear from our clients such as EweMove on how leads generated by our live chat service have converted into significant chunks of business, but we rarely hear much from the web visitor on the other end of the chat. Yes, we see the usually excellent post chat feedback, but it is always good to see what happens next after our client has secured the business.

Topics: Estate agent EweMove Carol Smillie Customer instruction lead generation Live Chat Property Yomdel Live Lead Yorkshire
1 min read

Testimonial: Scottish Shutters says Yomdel helps generate revenue

By Andy Soloman on 23/10/15 13:21

At Yomdel, we take huge pride in our managed live chat services and nothing makes us happier than when  a client thanks us and says they generate revenue as a direct result of our Yomdel Live Lead service. Judith D'Ambrosio of The Scottish Shutter Company has just sent us this video to describe the experience of working with Yomdel and, importantly, to let us know that we have helped her generate thousands of pounds of new business.

Topics: Business Judith D'Ambrosio Customer Lead conversion lead generation Live Chat Revenue Scottish Shutters Testimonial The Scottish Shutter Company Windows Yomdel Live Lead
1 min read

Social Support Strategy For Improved Customer Service

By Andy Soloman on 24/07/15 19:08

This infographic from Salesforce explores social support that brands need to extend in order to improve customer service.

Topics: Business Live Support Customer infographic Live Chat Social Media
1 min read

Ewemove contributes video testimonials

By Andy Soloman on 04/07/15 22:10

We've been working with Ewemove since around October last year. In that time we have developed a very close relationship and been a trusted partner as the national sales and lettings franchise rapidly expands. We started by supporting Ewemove franchisee recruitment, and very quickly then deployed our live chat services across the entire network.

1 min read

Video - Entrepreneurs Circle presents Yomdel to drive conversions

By Andy Soloman on 26/04/15 20:58

We all know that our clients should be our greatest advocates, and so it is with Yomdel. It makes us hugely proud that our rapid growth is being fuelled not by an ever-increasing marketing spend but through referrals from networks where our clients are active. One such example is that of EweMove.com, the national estate agency franchise. It just so happens that EweMove are active within the Nigel Botterill's Entrepreneurs Circle, the UK's largest membership organisation devoted to business growth.

Topics: Business conference Entrepreneurs Circle EweMove Customer Lead conversion Live Chat Nigel Botterill Small and medium enterprises United Kingdom video Yomdel Live Lead
2 min read

Open all hours - 24/7 property management need not be stressful

By Andy Soloman on 26/04/15 19:52

This is a guest post from our friends at Fixflo. At Yomdel, we know the importance of helping businesses engage with their customers 24/7, and so do our partners at Fixflo. Gone are the days when any business could dictate when it was open, and in the digital world customers now expect to be able to do whatever they need to do whenever it is convenient for them.

Topics: Fix Flo Property management Customer letting agents Property Property manager Property repairs Real Estate Tenants
2 min read

Capture estate agent leads 24/7 just by chatting

By Andy Soloman on 19/09/14 15:09

 

Topics: Estate agent Live Support Customer lead generation Live Chat Property Twitter Yomdel Live Lead
3 min read

How traditional estate agents use live chat to engage online

By Andy Soloman on 14/07/14 16:02

NOTE: This post first appeared on the website Estate Agent UK Networking under the headline"Bridging the high street branch with the digital world".

Topics: Estate agent lead gen Live Support Andy Soloman letting agents Live Chat marketing Property Website Yomdel Live Lead
2 min read

Free White Paper - The Future of Estate Agent Lead Generation

By Andy Soloman on 06/05/14 13:08

Even as the UK property market continues to pick up, estate agents and letting agents face a critical task to ensure they are securing a steady stream of high quality leads. Of course, many estate agents these days rely heavily on the property advertising portals such as Rightmove or Zoopla as they (rightly) believe most people start off looking through aggregated listings, but they should not ignore their own websites.

Topics: Estate agent flats Customer house sales Houses Lead conversion lead generation letting agents Live Chat Property Real Estate Rightmove Website Yomdel Live Lead Zoopla
1 min read

Yomdel Live Lead to revolutise estate agent lead generation

By Andy Soloman on 05/05/14 22:13

We're delighted to introduce Yomdel Live Lead, our new service that is set to revolutionise real time lead generation for estate agents and letting agents. This live chat service offers free 24/7 operator support on client websites and then just charges a nominal fee for each lead collected.

Topics: Estate agent Live Support lead generation letting agents Live Chat marketing motion graphic Proactive chat Property Yomdel Live Lead
2 min read

Online Sales Assistants Complete The Ecommerce Experience

By Andy Soloman on 02/05/14 10:06

WHO ON EARTH WOULD BE ON MY WEBSITE IN THE MIDDLE OF THE NIGHT?

Topics: High Street M&S Customer E-commerce JD Sports Live Chat Sainsbury's
3 min read

Five Great Reasons To Avoid Providing Live Chat on Your Website

By Andy Soloman on 01/05/14 11:29

Live chat is all the rage. Customers generally like it, businesses like it, it really is a win for all. But not everyone is completely in love with the idea of being able to instantly resolve issues, get information or have their questions answered.

Topics: FAQ Channels Customer E-commerce Lead conversion Live Chat Outsourcing
1 min read

Online shopping stops for dinner? Or does it?

By Andy Soloman on 10/04/14 12:41

Online shopping or dinner? Or is it online shopping with dinner? The answer it seems, is down to where you come from. For some, a good meal is enough to put online shopping on hold, while for others their shopping continues irrespective of what delicacies are being served up.

Topics: Britain dinner food France Germany Idealo Italy E-commerce infographic Italians lunch
1 min read

Key ecommerce trends in Asia - Infographic

By Andy Soloman on 09/04/14 12:41

Online shopping is booming, but what of ecommerce trends across Asia? It is estimated that 42% of the world's internet users live in Asia, and the region is leading the way in terms of ecommerce via mobile devices. Dubai-based web agency Go-Globe has taken a deep dive into emerging ecommerce trends in Asia and come up with the following fantastic infographic.

Topics: Dubai ecommerce trends China E-commerce Indonesia infographic Japan
4 min read

4 ways to inspire passion in your online shoppers

By Andy Soloman on 03/04/14 13:19

Inspiring passion in your online shoppers is no easy task. Without the human touch offered by an in-store sales assistant, online shoppers are free to duck in quietly, lurk around almost unseen in dark corners and then slink off without so much as a by-your-leave.

Topics: Facebook Live Support Customer E-commerce Live Chat online personal shopper online shoppers Personal shopper Proactive chat Shopping cart Twitter
2 min read

10 great ways live chat supports personal retailing

By Andy Soloman on 02/04/14 10:18

Personal retailing is key to driving customer loyalty, with customers increasingly expecting "Access Anywhere" and "Availability Always", according to a new research report from Oracle.

Topics: Customer E-commerce infographic Live Chat Oracle Redshift Research Research
1 min read

Yomdel launches named personal shoppers via live chat

By Andy Soloman on 01/04/14 11:43

Personal shoppers via live chat? Yes absolutely. Here at Yomdel we have carefully listened to our clients and today we're delighted to announce the launch of Yomdel Personal, the world’s first named personal shoppers that online retailers could use via live chat to accompany and advise their most loyal customers.

Topics: Brick and mortar Customer Customer relationship management E-commerce Live Chat Yomdel Personal