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Removals Sector Customer Experience

REMOVALS SECTOR

 

 

WINNING IN REMOVALS

The world of handling other people's stuff is an incredibly competitive environment. 75% of customers compare removal services online BEFORE they ever get in touch. The battleground begins at your website, or even before.

Ensure your prospective customers receive the very best service experience, to hold their attention, beat your competition, and be their final choice.

 

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CUSTOMER EXPERIENCE

That's the difference between a customer booking successfully on your site, and the same customer pausing, returning to Google, and moving to the next competitor on the list.

Every single visitor counts! And every single visit must be nurtured, 24/7.

Yomdel's custom Removals Sector services are designed to ensure that you achieve maximum results from EVERY stage of your sales and marketing processes.

Increase Online Bookings

Video surveys, moving plans
and quotations

REDUCE 
CANCELLATIONS

Answer pre-booking
questions

IMPROVE PPC CONVERSIONS

Reduce website
bounce rates

REDUCE COST
PER LEAD

Remove reliance on
3rd party leads

BEAT YOUR
COMPETITION

Offer instant
query resolution

DRIVE PROACTIVE
CONVERSION

Turn passive browsers
into active leads in chat

 

REMOVALS SECTOR SERVICES

 

LIVE CHAT

INCREASE WEBSITE CONVERSIONS BY 50%

The highest converting facility that you can add to your website, managed Live Chat will provide your customers with 24/7 personal human support.

Highly trained operators nurture your visitors, answering their questions, and facilitating their journey to a video or in-home survey, a moving plan or a full quotation, with a constant focus on conversion to lead.

 

Download Guide to Live Chat

FEATURES

  • 24/7 RAPID RESPONSE

    On average around 50% of all visitors to removals websites, go online outside standard office opening hours. And we'll be there to respond within 15 seconds!

  • SPECIALIST REMOVALS EXPERTISE

    Yomdel is an approved supplier and affiliate member of the BAR, currently providing 24/7 Live Chat to multiple members as well as the BAR themselves.

  • APPOINTMENT BOOKING

    Our Live Chat systems easily integrate with your online appointment booking systems, enabling our operators to seamlessly generate qualified appointments for your team.

    • Video Surveys
    • Moving Plans
    • Quotations

BENEFITS

  • FULLY MANAGED SERVICE

    From start to finish, your Yomdel team led by a dedicated Account Manager, will handle all setup arrangements, and ongoing review and optimisation of your service.

    And of course, our Live Chat operators represent your brand, offering exceptional service 24/7 to your customers.

  • PRE-QUALIFIED LEADS

    Every lead is supplied to you fully detailed with all contact details, and moving requirements where appropriate.

    Key points of conversation are also summarised, for rapid prioritisation and follow-up by your team.

  • RAPID LEAD REFERRAL

    All leads are provided online directly to your team within 15 minutes of the Live Chat ending, so you can continue the conversation with your customer in world-class time.

 

MYSTERY SHOPPING

ASSESS YOUR CONVERSION PROCESS

Mystery Shopping is a widely used tool by removals companies for measuring and improving customer experience, but crucially also sales process performance.

Making a positive first impression, and driving early bookings, requires optimised sales processes, and customer service that consistently exceeds expectations.

Yomdel provides dedicated Mystery Shopping services, with custom removals scenarios, constructed to assess your business in real-world customer situations.

 

Mystery Shopping Brochure

FEATURES

  • SEE WHAT YOUR CUSTOMER SEES

    Mystery Shopping allows you to see exactly what an independent, trained mystery shopper experienced in an interaction with your business.

    You will learn what your customers experience and feel, enabling you to make identifiable improvements in your service offering.

  • FULL REMOVAL CUSTOMER JOURNEYS

    Yomdel can mystery shop your entire sales conversion process:

    • Initial online or telephone enquiry
    • Aggregator referred enquiry
    • Online pricing & requirements process
    • In home or video surveys, moving plans and quotations
    • Closing the sale & booking
  • VIDEO & AUDIO ASSESSMENT

    In all cases we offer a reporting view of the mystery shopper interaction in a similar media to that experienced:

    • Video recordings for face to face engagement
    • Audio files for telephone calls
    • Screenshots and recordings of all online interactions, including virtual appointments
    • Full transcripts and reports in all cases where any of the above are not required

BENEFITS

  • CONSISTENT PERFORMANCE

    A sales or service process is only as good as its weakest link. Mystery shopping your processes end to end, through a complete removals customer journey, ensures that every point performs to the optimum required level.

  • LEARN FROM COMPETITION

    By including some of your removal competitors in your Mystery Shopping programme, you can gain direct insight into how they win new business, and benchmark your service offering against theirs to stay ahead.

    Additionally you will be as well informed as your customers on what is available to them from your rivals.

  • BOOST SALES

    Mystery Shopping enables sales managers to monitor how well staff interact with customers.

    Or to check how consistently staff remember to ask the right questions, collect relevant information and cross-sell related products and services.

    Regular measurement helps staff internalise all aspects of the sales process facilitating a confident and convincing sales pitch.

    All of which ensures better sales progression and increasing revenues.

Yomdel is an affiliate member of The British Association of Removers, and supplier of 24/7 Live Chat to the BAR website

Our Partnership with BAR

BAR website logo
Conversion of leads from our website to site surveys and bookings have all increased as a result of our improved online customer experience, and mystery shopping has specifically enabled us to hone our customer conversion techniques also leading directly to higher conversions.
GB Liners website logo
Rob Bartup
Managing Director
 

INTEGRATED SOLUTIONS

Get the very best business results from Yomdel, with these additional integrated options:

 

Let's Chat

To find out more about delivering world-class customer experience and improve your bookings, schedule a call with us now.

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