In this video, with some help from Nick Neill, Simon Taylor explains how EweMove enhanced the experience of their customers, whilst also providing tools to their network of franchisees, all needed to build and generate their hugely successful business.
If you’re an Estate Agent, a property management company, or any business that prioritises Customer Experience in order to achieve rapid growth, I’ve got an interesting story from the sales and lettings agency franchise group, EweMove.
As the UK’s very first hybrid agency, EweMove is a real success story, and they put this down to their approach to Customer Experience.
Working with Yomdel for over 5 years now, from the outset EweMove sought to combine the best elements of traditional estate agency with the very best technological innovation and customer service.
With over 100 agency branches served from their website, it is essential that they offer 24/7 service to their customers, and continually innovate their customer experience to stay ahead of the competition.
With their website at the very heart of their offering, EweMove approached Yomdel almost immediately on setup to commission Yomdel’s 24/7 managed live chat service, so that they could offer online visitors an instant opportunity to communicate with an agent around the clock. A high-quality service exactly in line with EweMove's core ethos and brand values.
Yomdel’s operators nurture visitors to the EweMove website, ensuring their questions are answered and their needs are met, building trust and empathy through a conversational style that reflects the EweMove tone of voice.
In this way the agents are able to qualify visitors, and pro-actively convert them into sales lead opportunities.
In addition, Yomdel integrated EweMove’s automated, online appointment booking service in to the 24/7 Live Chat. A great extension to the level of service that Live Chat operators can offer EweMove’s customers.
Chat operators can book Sales Valuation or Buyer Viewing appointments in chat for the customer, which can be the difference between a waivering customer who drifts away from your site, and an opportunity captured there and then.
And the results?
EweMove was the major contributor to parent company, the Property Franchise Group’s revenue growth in 2019 and 2020, and they will categorically tell you that this is down to their exceptional customer service, including 24/7 live chat.
Handling 12,000 chats per year, over 50% of which were out of office hours, Yomdel operators responded in an average of 12 seconds.
32% of all chats became leads, and almost 50% are high value opportunities. So by putting the customer first, and proactively nurturing them, almost a third of all chats become revenue opportunities for EweMove franchisees.
With response times under 12 seconds, and customers engaged in high quality chat with dedicated EweMove operators for upto 15 minutes, it's not surprising that the service receives a 95% customer satisfaction score.
In the last year last year, Yomdel's fully-managed Live Chat delivered over 1800 high-value leads, which equals a 30% increase on the previous year. A: demonstrating incredible strength in a challenging marketplace, but…. B: demonstrating the significant shift in consumer behaviour towards digital conversation channels.
EweMove are a defining example of a customer driven business, and their success is a direct outcome of that approach.
Thanks for watching.
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