Bluebird Care have better control of their website

24/7 Live Chat has transformed our lead numbers and customer experience

Dean Martin, National Marketing Manager

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When did you realise you needed support?

“We needed to implement some game-changing initiatives to our website after enquiry and application volumes had plateaued. We also found that web visitors were leaving our site without taking any meaningful action – meaning missed opportunities. After meeting Moneypenny at a franchise event, it was an easy decision to try out their Live Chat service.”

What does good customer service look like?

“Good customer service for every business is important, but for Bluebird Care, a business that is built on caring for people, it is vital. What makes this all the more important for us is the fact that we are a franchise network and that brand experience needs to reflect our individual franchises around the country.”

How has Moneypenny changed your business?

“We have since introduced Live Chat across our entire site to gather both care and recruitment enquiries – 24/7, 365 days a year. Moneypenny ensures that all chats are passed on to the relevant local office, and reflect our brand identity, personality and tone of voice perfectly with every interaction.”

What are the key benefits?

“In the past year, Moneypenny has captured 85,000 chats on our behalf. They’re able to build a level of trust with every visitor which is incredibly important for a business within the care sector. If we were to resource a service like this ourselves this would mean recruiting a large team, implementing our own chat system and training all 220 of our offices, so for us, outsourcing to Moneypenny was a no-brainer.”

Any advice for other businesses?

“Try the service! Moneypenny has been a game changer for us and has supported our growth on many levels.”

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