HOW GOOD IS IT TO TALK?
The value that live chat can bring is indisputable. It boasts the highest customer satisfaction levels as a means of customer engagement and is the most successful conversion channel available to anyone working within the property industry. In fact, done well – it can see businesses benefit from returns on investment in literally thousands per cent.
Traditionally, low-level software-based chat used by some has been purely transactional in style with no real depth of engagement – no one wants to talk to a ‘bot’ – but now, it’s all about ‘intelligent managed’ live chat – with a firm focus on educating, enthusing, and most importantly – converting.
This revolution in live chat combines the very best that highly skilled human engagement can bring with the very latest, leading-edge computer-supported intelligence. And, it starts with providing customers, and potential customers, with the opportunity to have a proper dialogue with you in ‘real-time’ 24 hours a day, seven days a week, 365 days a year. After all, if you’ve made the promise that you’ll be there when your customers need you – it’s imperative that you are. Currently over 52 per cent of the chats generated on our clients’ websites are outside of normal operating hours.
Once your prospective customer is connected – and of course response time is everything – it’s vitally important that you have fully trained operators who are articulate, credible, and professional. They need to come across as ‘one of your team’, using the correct tone of voice and the knowledge to answer any questions asked. With the ability to share immediate and insightful information, and really nurture every single prospect, each lead you receive will be warm, genuine, and pre-qualified, so all you need to do is simply close the deal.
THE TECH BEHIND THE SCREEN
Complementing this very human element of live chat is of course the technology that sits behind it. A detailed knowledge bank of carefully-constructed key operator questions supports operators upfront. Post-chat the system can deliver leads directly into your own CRM database, and enables you to view, track, measure, and analyse every single conversation and lead that comes in. Of course, many estate agents simply want the summary lead details that they can immediately follow up on, but having the supporting transcripts and statistics gives those that want it, the ability to dive into the detail.
To be really successful, as a business, you need to adopt a truly collaborative partnership with your live chat provider – to utilise all of the available intelligence, manage your leads effectively, work with your data and – vitally, ensure you convert those high value, ‘hot’ leads that come your way into paying customers.
It’s evident that this next generation of live chat is not simply about cost – but about the delivery of genuine value. In fact, the average return for our estate agent clients over the past 12 months was 1,938 per cent, with our services adding more than £10 million in revenue to those in the property industry alone in the first half of 2017. Clearly if it’s done well, it can lead to not only the creation of strong and loyal relationships with existing customers, but the kind of return on investment that most across the industry can only dream of.
Yomdel is proud to be the pioneer of truly intelligent managed live chat for the property industry, offering a service which significantly improves website lead generation, converts customers into fans and which ultimately delivers increased sales for its clients. Multiple award-winning, Yomdel works with over 1,400 of the UK’s leading estate and lettings agencies, helping them transform the way they do business.