As one of the UK’s most prominent estate and lettings agent brands, Northwood has over 80 offices located across the length and breadth of the country, run by a network of franchisees. It prides itself on providing a highly personal service to each and every one of its customers – whether a landlord, vendor, or investor – but it recognised the need to provide visitors to its website with the ability to communicate with them 24/7 and not just during traditional office hours.
The business has always had a strong online presence which was further enhanced with the launch of a state-of-the-art website in 2016. Historically the site attracted significant traffic, but the business wanted to continue to deliver the highest levels of customer care, and from a commercial perspective to generate even more, high quality leads.
Managing Director of Northwood UK, Eric Walker, took the decision to partner with Yomdel to deliver its intelligent managed live chat service for the entire network of offices.
And the quality levels were exceptionally high, as Eric Walker recognised: “The Yomdel team developed an in-depth knowledge bank which ensured that operators had the expertise to communicate with our online customers with genuine warmth, professionalism, and knowledge expected.”
Every one of Yomdel’s dedicated operators is able to provide comprehensive answers when needed and to tease out insightful lead details in order to maximise the conversion opportunity.
And timing is everything. Eric commented: “All relevant leads are emailed directly to the relevant Northwood office within just 15 minutes, enabling our agents to maximise the opportunities whilst they’re still ‘red hot’.”
As a result, a staggering 92% of leads generated on behalf of Northwood are higher value leads, and the business is seeing phenomenal conversion rates. Working on a conservative 20% conversion rate of leads to business, in the first half of 2017, Yomdel generated almost £500,000 in revenue for Northwood – a return on investment of over 4,800%!
Eric concluded: “It’s a partnership that works. Yomdel delivers leads with a phenomenally-high conversion rate. They’re not formulaic like other live chat providers, they work to the highest standards and it’s one of the best marketing initiatives we’ve ever undertaken.
“When we go out and see the vendor or landlord, we get the instruction – every lead is already really well prequalified and pretty much converted already. If it’s a Yomdel lead, I know it will have a far higher conversion rate than any other source.”