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Bringing customer service online with live chat

Jul 22, 2018
Andy Soloman, Founder and CEO of Yomdel, says that he has always been interested how the digital customer experience can be improved. He wanted to provide the same level of service that customers get on the high street, online, where customers had been expected to do everything for themselves.

He believes that the most important source of leads for a removals company is their own website, and not third party leads providers. He says that with GDPR, the new data protection regulations, it is more important than ever that companies take control of their lead generation and how they use peoples’ personal data. “Moving digital marketing spend to their own websites means they not only can be sure of being GDPR compliant through getting the correct permissions, but also that they generate high quality and exclusive leads,” he said.  “One thing is certain: every removals business in the UK needs to be a digital business.”

Yomdel was the first company in the UK to offer intelligent 24/7 managed live chat and the company continues to innovate as it positions itself as a business growth partner to its numerous clients. Estate agents and removals companies using Yomdel include Robinsons Relocation, Chestertons, EweMove, Belvoir and many other national, regional and local brands. Yomdel services can be used on any website for online sales, lead generation or customer service and support.

Helping moving companies

Andy said that Yomdel helps removals companies generate significantly more business. “Most people visiting removals websites come and go without making contact, but if you offer a fantastic digital customer experience through providing managed live chat, conversion rates significantly increase and that means more leads and more business,” he explained. “Add to this that 49.1% of people visit outside of standard business hours, so those firms using Yomdel are also able to capture significant extra opportunities just when their offices are closed. Our removals clients boost conversions by an average 52.3%, and the customer satisfaction scores currently range from an amazing 98% to an incredible 100%. The ROI often runs into thousands of percent.”

Why use live chat?

According to Andy, live chat is no longer an option. He said that the best businesses will be using all available channels to communicate with existing and prospective clients, and this should include live chat alongside web forms, telephone, text messaging and social media channels. “The interesting thing about intelligently executed live chat is that many people who otherwise would not have made contact, will do so via chat,” he said. “They often have simple questions and if they get professional service and instant responses, they can then be nurtured to start a process that results in them becoming loyal customers. We have a globally-leading 15-second average response time, and I’m immensely proud of the exceptional digital customer experience we deliver for our clients.”

How it’s done

To get a moving company started using live chat Yomdel provides a short snippet of code which takes a couple of minutes to place on the website. “We also do all the heavy lifting and create detailed knowledge banks and key operator questions on a client’s behalf,” said Andy. “Of course, we will have a few questions, but to get started it is as easy as it could be. And of course, it is all white-labelled, so our operators become a genuine extension of an agent’s own team.”

To find out more about Yomdel and how live chat can help your business visit: www.yomdel.com.

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