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As the UK’s very first hybrid agency, EweMove Sales & Lettings is a real success story, and they put this down to their approach to Customer Experience.
Whilst they’ve sold and managed thousands of properties, EweMove never judge success by the number of properties listed. Their focus is on providing an exceptional customer experience because they believe that business success is just a by-product of delivering great service.
That’s why their proudest achievement is being rated ‘The No.1 Most Trusted Estate Agent’ based upon independent customer reviews on the consumer website Trustpilot.
Working with Yomdel for over 5 years now, from the outset EweMove sought to combine the very best elements of traditional estate agency with the very best technological innovation and customer service. With over 100 agency branches served from their website, it is essential that they offer the very best 24/7 service to their customers, and continually innovate their customer experience to stay ahead of the competition.
A primary element of EweMove’s unique offering is their website, which must consistently deliver against the brand’s values.
It must constantly put customers first and foremost at the very centre of a service experience, which meets varying needs, at all times of day and night, and seeks to ensure the customer is delighted with the outcome. This must happen in a way that differentiates the unique EweMove brand from the competition, and delivers higher lead generation and customer retention for the business as a result.
“In developing our website strategy, we identified that the way in which people buy and sell property is continually evolving. We required our website to enhance the experience of our customers, whilst also providing the tools our network of franchisees need to build and generate hugely successful businesses.”
Nick Neill, Managing Director and ‘Head Shepherd’ at EweMove
A further requirement for EweMove, is to provide a compelling and attractive offer to prospective franchisees, in a way that demonstrates EweMove's passion for Customer Experience, and brings to life the support they can offer to franchisees in building their own customer focused businesses.
Yomdel now provide EweMove with a range of Customer Experience solutions, which deliver against their business objectives, truly wrapping their service ethos around the customer, facilitating delivery of the customer's needs at every possible point:
Fully managed 24/7 Live Chat
Yomdel’s intelligent managed live chat service was incorporated into EweMove’s website immediately, to offer online visitors an instant opportunity to communicate with an agent around the clock. A phenomenal, high-quality service exactly in line with EweMove's core ethos and brand values.
Operators nurture visitors to the EweMove site, ensuring their questions are answered and their needs are met, building trust and empathy through conversational style that reflects the EweMove tone of voice.
In this way the agents are able to qualify visitors, and pro-actively convert them into sales lead opportunities.
Yomdel integrated the EweMove automated, online appointment booking service directly in to the 24/7 Live Chat. A further fabulous extension to the level of service EweMove are able to offer their customers.
Live Chat agents are able to make Sales Valuation or Buyer Viewing appointments directly in to the EweMove system (Ewereka!)
Yomdel Live Connect
This enables Yomdel to connect a Live Chat visitor to the franchisee website, directly to a EweMove franchise sales consultant in real-time.
So the hottest prospects, who are keen to take the conversation further, are transferred to a telephone call there and then, which provides them with a truly exceptional customer experience and reinforces their interest in the EweMove brand.
Nick Neill commented: “With individuals having busier lifestyles than ever before, we needed to provide each and every one of our existing, and potential customers with the highest levels of flexibility, as well as excellent and very personal customer service.
Engaging with Yomdel gave us the opportunity to further build relationships and trust, and to ultimately translate what may have been a tentative enquiry into a solid, genuine business lead for our franchisees.”
See what Nick has to say in person in the VIDEO below:
EweMove was the major contributor to parent company TPFG revenue growth in 2019. They will tell you that this is down to their exceptional customer service.
“With Yomdel, it’s not just about generating leads but about the building of relationships, the pre-qualification of leads, and the nurturing of them until our teams are ready to convert them,”
In the last year last year, Yomdel's fully-managed Live Chat delivered 1828 high-value leads, a 30% increase on the previous year, demonstrating incredible strength in a challenging marketplace. 32% of all chats are turned into leads, and almost 50% of these are high value opportunities. By putting the customer first, and proactively nurturing them in chat, almost a third of all chats become revenue opportunities for EweMove franchises.
“With 52% of all visits to our website taking place outside of office hours, the support Yomdel provides has been instrumental in ensuring that customers continue to receive a service that complements their lifestyle, and which delivers outstanding return on investment for our franchisees.”
With response times under 12 seconds, and customers engaged in valuable chat with EweMove for upto 15 minutes, it's not surprising that the service receives a 95% customer satisfaction score.
Customer feedback is overwhelming in its praise:
"Highly impressed with its clarity, efficiency and speed. Rare in this day and age. Thank you!"
"Impressed at instant live response from a real person at 9am Sunday morning!"
"Very professional and friendly. A good experience!! Ewe Move standard!!"