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Storage Sector Customer Experience

SELF STORAGE SECTOR

 

 

WINNING IN SELF STORAGE

The world of handling other people's stuff is an incredibly competitive environment. Over two thirds of customers research your self storage 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 Storage Sector services are designed to ensure that you achieve maximum results from EVERY stage of your sales and marketing processes.

Increase Online Bookings

Answer immediate questions,
and handle objections

REDUCE 
CANCELLATIONS

Integrate calculators
and virtual tours

IMPROVE PPC CONVERSIONS

Reduce website
bounce rates

GROW CUSTOMER
VALUE

Create awareness and
upsell additional services

BEAT YOUR
COMPETITION

Benchmark your services
and customer experience

DRIVE PROACTIVE
CONVERSION

Turn passive browsers
into active leads in chat

 

STORAGE 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 storage space calculations or added service requirements, with a constant focus on conversion to lead.

FEATURES

  • 24/7 RAPID RESPONSE

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

  • SPECIALIST SELF-STORAGE EXPERTISE

    Yomdel is an approved supplier and member of the SSA, currently providing 24/7 Live Chat to multiple members.

  • SALES INTEGRATION

    Our Live Chat systems easily integrate with your website and online booking systems, enabling our operators to seamlessly nurture visitors to quotation enquiry or booking stage.

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 storage requirement details as 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 self-storage businesses 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 self-storage scenarios, constructed to assess your business in real-world customer situations.

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.

  • SELF-STORAGE CUSTOMER JOURNEYS

    Yomdel can mystery shop your entire sales conversion process:

    • Initial online or telephone enquiry
    • Aggregator referred enquiry
    • Online pricing & storage calculators
    • On-site or virtual facilities tours
    • Closing the sale, follow-ups & 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 or recordings of all online interactions, including virtual services
    • 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 self-storage processes end to end, through complete customer journeys, ensures that every point performs to the optimum required level.

  • LEARN FROM THE COMPETITION

    By including some of your self-storage 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, such as packaging, security and delivery.

    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.

We chose Yomdel based on their reputation for Customer Experience insight and excellence, and they have lived up to it. Yomdel have enabled us to identify and implement improvements within our business, and played a key role in our sales success this year, and in helping us win a FEEFO Platinum Award.
Attic Self Storage website logo-1
Jose Meneses
Senior Manager (Sales)

Yomdel is a member of The Self Storage Association UK and exclusively approved supplier of Mystery Shopping services to SSA UK Members

SSA Approved Mystery Shopping

 

SELF STORAGE ASSOCIATION
 

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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