SOLUTION
At the time Thakeham focused visitors entirely towards their standard web enquiry form, or to call their sales team on the phone. The former lacks immediacy of response, and the latter can be a bit intimidating or too soon.
Yomdel helped Thakeham deploy 24/7 fully managed live chat to their website, which addresses these challenges, and provides an instant, customer friendly solution, and in turn delivering valuable leads to Thakeham on a daily basis.
Visitors are greeted on the Thakeham Homes site, according to their needs, and where they are on their web journey, whatever the time of day or night. (It turns out that a full 53% of Thakeham enquiries are out of office hours, which resulted in a huge service improvement and far improved their digital customer experience!)
For Thakeham Homes, Yomdel updates the ‘Knowledge Bank’ (which it creates for all clients) on a weekly basis, so that operators have access to up to date information on new homes, pricing, etc. Again this ensures exceptional service delivery, which meets Thakeham customer expectations.
Yomdel operators are able to answer all enquiries, with speedy first response times of just 11 seconds, leading to customer satisfaction scores this year of more than 96%.
