How a housebuilder enhanced customer experience with multichannel support

The award-winning sustainable housebuilders came on board with Moneypenny’s Live Chat service and soon followed with Telephone Answering support too. 

Providing excellent customer service has always been high priority for Castle Green Homes, which is why they ensure they are always contactable, across multiple channels. Hear from Hannah Ryle, Marketing Manager, as she shares how Moneypenny’s support has helped them stay accessible and enhance their customer experience.

Transcript:

I don't honestly think that people realise that there's a difference between Castle Green and Moneypenny, and that's a testament to the service that Moneypenny offer.

My name's Hannah Ryle. I'm the Marketing Manager of Castle Green Homes. We're a North West and North Wales housebuilder. We're not in the type of marketing where we're looking for volume of leads. We're very much looking for quality leads who are actual potential purchasers.

We started with the live chat, which we implemented straight into our website. There was a real pressure for us to recruit more receptionists, and obviously our core office hours aren’t when everyone else is available. And that's why we invested in the Live Chat service and the Telephone Answering Service to make sure that we were accessible to our customers when was right for them.

And also having built a CRM in-house by ourselves, they've actually, from their wide knowledge of CRM’s, actually helped us to improve and grow our own CRM. So our relationship has grown in a way that we honestly didn't expect it to. Lastly, our most recent onboarding is obviously the outbound calls. And the outbound call team have given us a completely different perspective to the Moneypenny relationship.

It's been seamless. It's been quality. It's been professional. Moneypenny have exceeded our expectations exponentially.