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The mantra of GB Liners, who provide a seamless, stress-free service for movers, UK or Europe wide, and beyond. GB Liners has a proud history of helping people with removal services for over 90 years.
GB Liners philosophy is driven by highly trained, professional staff, who deliver to the highest standards of service excellence. Making a move 'easy' means building trust and reassurance, through expertise and great communication, right form the very first interaction with a potential customer.
GB Liners constantly seek to improve their customer experience, and the ability of their team to deliver against the needs of the customer, in order to make GB Liners the customer's first choice for removals or storage, ahead of their competition.
Removals and storage is an incredibly competitive sector, with leads often purchased from aggregators, to supplement opportunity generated through the business' own website. In that case leads are non-exclusive, with no guarantee of successful conversion.
Like all movers and storers, GB Liners focus heavily on generating exclusive leads from their own website, and look for every way to maximise conversion by offering the very best service. This puts a huge emphasis on sales processes and staff training and development.
As a consequence GB Liners approached Yomdel to review their existing Customer Experience.
Rob Bartup, Managing Director
GB Liners began by commissioning Yomdel to provide Mystery Shopping on their home surveys and valuations for removals, to assess their most crucial customer interaction.
Subsequently with a heightened focus on Customer Experience, GB Liners chose to deploy Yomdel's 24/7 fully managed Live Chat on their website. Having expert human operators, immediately available online for their customers, able to answer questions helpfully and intuitively, was exactly the level of customer they needed to ensure visitors stayed on the site, making enquiries and booking surveys.
Yomdel's Removals and Storage team applied proprietary Knowledge Banks to the service, customised to cater for GB Liners' breadth of services, including world-wide removals, self-storage and containerised storage.
Operators are able to talk freely and knowledgeably, with all chat transcripts recorded, and lead information available to GB Liners staff within 15 minutes of the chat, enabling a swift personal follow-up.
Visitors are engaged personally, and proactively nurtured in a way that delivers to the customer needs first and foremost. This builds trust and empathy, and enormous belief in the GB Liners brand.
As a result, chat visitors convert to leads at a very high rate indeed, requesting follow-up calls, valuations and survey appointments.
In the last year Yomdel handled 1200 chats for GB Liners, delivering a tremendous 660 leads as a result! That's 56% of all chats becoming leads for the GB Liners team to follow-up on.
With an average 1st response time of under 10 seconds, it's not surprising that Customer Satisfaction scores are running at over 97%!
To beat the competition, and get an edge in their sales conversion processes, GB liners are prepared to test themselves, and commissioned Yomdel to carry out a Mystery Shopping programme.
Reviewing their Home Survey and Valuations, gets right to the moment of truth with their customers. it is this interaction that will determine more than any other, whether the customer will choose GB Liners or another company.
Yomdel mystery shopped in-home removals valuations across multiple branches, as well as reviewing multiple self-storage locations. In addition to these face to face interactions, the mystery shopping reviewed online web enquiries and branch telephone calls.
Sector specific scenarios were used, with questionnaires customised, to focus on the key elements of the sales process critical to GB Liners.
Insights uncovered had a significant impact on GB Liners' business, leading directly to process improvement and increased sales performance.
The sales team made deliberate modifications to their approach to customer enquiry handling, which have had an identifiable and measurable impact on sales conversions.
GB Liners have been able to optimise their customer experience in specific ways, that they can then test on an ongoing basis. A cycle of regular assessment, change and measurement, ensure constant improvement over time, and an ability to stay ahead of their competition.