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There's always someone on hand for clients of JMW

Mike Bloor, Business Supervisor & Senior Associate, shares how the Top 100 firm has increased their lead volume with Moneypenny's support.

When did you realise you needed support?

“With our aim being to increase client engagement, we were determined to offer 24/7 availability to new and existing clients; both over the phone and via live chat. Of course, another key objective was to achieve this in a cost-effective way. With Moneypenny, all this is possible and more.”

What does good customer service look like?

“It’s vital to portray a professional view of your firm and create an impression that you genuinely want to help, all whilst effectively managing a client’s expectations. With more and more people inclined to report bad experiences these days, poor service can be detrimental, whereas great customer service can result in repeat business and client recommendations. Moneypenny has a proven track record of excellence in this area.”

How has Moneypenny changed your business?

“Calls outside core business hours are now routed to Moneypenny, meaning we never miss a call. They also manage our Live Chat enquiries, so there’s always someone on hand to speak with our clients no matter the time of day or night. The team at Moneypenny handles calls and chats in a professional, non-advisory yet helpful manner – the ideal fit for our firm.”

What are the key benefits?

“Moneypenny’s support allows for continued growth, all whilst enhancing the level of service we provide to our clients. The service pays for itself – by capturing every call and chat, the volume of new leads we’re receiving is at a record high.”

Any advice for other businesses?

“I would certainly recommend Moneypenny, it’s a no-brainer.”

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