More leads, more business and exceptionally happy customers

Andrews Property Group uses Yomdel
Andrews Property Group uses Yomdel

Andrews is an estate agency with more than 60 branches across the south of England with residential sales and lettings departments and which also offers a range of other property-related services. The company is owned by two charitable trusts and prides itself on its strong record of social philanthropy.

The Challenge

A well-established residential property business with more than 60 offices located across the south of England, Andrews Property Group was looking to increase its lead generation, and enhance customer service across both its sales and lettings divisions.

The company was after a way to further enhance how best to communicate with existing and potential customers, to not only to increase the number of leads, but to generate leads of the highest quality while delivering an exceptional customer experience online.

As a business with a strong reputation for social philanthrophy, any enhancements to its online presence could not undermine its reputation as an ethical business.

 

The Solution

Andrews brought in Yomdel for an initial six-month trial period. The service carefully designed and set up to intelligently target key website visitors with managed live chat in carefully defined ways across the website.

Debbie Franklin, Head of Multi-Channel Fulfilment, commented: “We worked closely with Yomdel right from the offset to develop a comprehensive knowledge bank, with the dedicated team of live chat operators trained and tested to ensure the provision of an insightful, expert, and personal service to our online visitors.”

 

The Impact

The introduction of 24/7 managed live chat from Yomdel in live chat service in January 2017 had a significant and immediate impact on the Andrews Property Group Business across the board. The volume of lead generated was significant and the value of the service was immediately apparent.

“The impact’s been two-fold – we’ve generated a lot more leads across the network and we’ve been able to offer a different level of communication for clients,” Debbie said.

“From an internal perspective, our agents on-the-ground have the opportunity to engage with clients in a way that they were never able to before. And for our customers, they have the opportunity to speak to an actual person any time of the day or night – something they’re quite surprised about!”

And, all of this has resulted in exceptionally high customer satisfaction rates across the group, with Debbie confirming that “the satisfaction rates of clients using Yomdel’s live chat service is currently 91% – and rising!”

And rise it did. Across the last four months of 2017, Andrews Property Group Yomdel customer satisfaction scores were stable at an incredible 98%, a score calculated from a very large sample size of close to 20% of everyone who chatted with Yomdel operators.

Debbie concluded: “It’s a brilliant service and the quality of leads is very high.”

“The impact’s been two-fold – we’ve generated a lot more leads across the network and we’ve been able to offer a different level of communication for clients. From an internal perspective, our agents on-the-ground have the opportunity to engage with clients in a way that they were never able to before. And for our customers, they have the opportunity to speak to an actual person any time of the day or night – something they’re quite surprised about!”

“The satisfaction rates of clients using Yomdel’s live chat service is [extremely high] – and rising! It’s a brilliant service and the quality of leads is very high.”

Debbi Franklin — Head of Multi-Channel Fulfilment
Andrews Property Group