Every sales lead captured 24/7 for Right at Home

"Over 50% of website chats captured are new sales leads"

Natalie-Jane East, Managing Director

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When did you realise you needed support?

“Although we have lots of information available on our website, we didn’t offer visitors the opportunity to talk to a real person if they couldn’t find what they were looking for. We also wanted to introduce another channel for website visitors to reach out to us – even after hours. When we found Moneypenny, it was clear they would be able to replicate our high levels of service and deliver it through their Live Chat solution.”

What does good customer service look like?

“Being available to our customers whenever they need is crucial, no matter what time of day or night. The standard 9-5 doesn't really exist in the care sector, so this is especially important for us.”

How has Moneypenny changed your business?

“Now, Moneypenny manages Live Chat on our behalf 24 hours a day. They handle all sorts of chats, including general questions, recruitment enquiries and new sales leads. Moneypenny’s team are extremely knowledgeable and professional and provide chatters with the same level of information as our own team would. They are so friendly and warm and this is even reflected in the conversations they have with people browsing our website.”

What are the key benefits?

“With around-the-clock cover, we’ve got peace of mind that every single enquiry is being captured – especially those all-important new sales leads. In fact, since the introduction of the service, we’ve recorded that 56% of website chats handled by Moneypenny are new enquiries. This kind of reporting is so important for us and allows us to truly see the value of the service.”

Any advice for other businesses?

“I'd definitely recommend Moneypenny to other businesses. They provide a quality service.”

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Moneypenny provides: 24-hour Live Chat cover

Busiest time of day is between: 7 - 8pm

Most support is needed on: Sundays

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