COMMITTED TO PROVIDING A PERSONAL AND PROFESSIONAL SERVICE

THEIR STORY

As an independent estate agent, we offer a more personal service to our customers, valuing people as much as property. Our team aim to provide the highest levels of customer satisfaction, offering advice and guidance throughout the whole moving process.

THEIR GOAL

To Increase Sales Through Online Enquiries

We are in a highly competitive market and we are always looking for a way to improve our customer service and increase lead generation. As a growing business we were looking for a cost effective way to increase leads from the website without sacrificing staff time.

Russell Hartshorn, Managing Director

“At Northgate we want to maximise every opportunity to communicate with our potential customers, particularly sellers. With Chat Heroes, we can engage with visitors to our website, turning our website from broadcast and Self-Serve to being fully interactive using Assisted -Serve Web Chat Agents”.

People seem to be more comfortable giving their contact details to a person using Live Chat than filling in a form and respond well to an invitation to chat.

Since going live, the response has been amazing! We got our first lead in 2 hours and our first valuation appointment on the third day. Brilliant!

We have in just one month covered our costs for approximately three years using outsourced live chat with Chat Heroes.”

THEIR SOLUTION

We were excited when we heard of Chat Heroes as we felt it was the perfect match with our business.

It give us the opportunity to engage with the customer and provide a personable service within seconds of a visitor arriving to our site.

The Chat Heroes team because an extension of our business, increasing leads from landlords and house valuations. We also found it freed up our teams time as many of the general questions were being answered by the Chat Heroes team instead.

Keys To Success

1. Additional Training

Chat Heroes has an open door policy and we asked to meet the chat agents to spend time with them talking about our products and business. This additional training was invaluable and was key to giving Natural Nutrients the confidence to allow Chat Heroes to chat on our behalf and give the agents the knowledge of provide the service our customers need.

Training included the basic f the difference between products and their health https://ampills.com/ benefits which then enabled them to recommending products based on customer needs for example if a custom has a gluten intolerance they understood what this meant, all products that were suitable for them and where to find them on the website.

2. Lead Generation Through Experts

We often have new customers needing some expert support and vice that they cannot find on the website or product pages. On these occasions they will often ask the live chat agents, however because Chat Heroes do not offer expert advice they skilfully recommend the customer speaks to one of our experts which 9 times out of 10 the customer is delighted to do. The chat agents simply ask for their contact details which thy send to our team to follow up on. This was a powerful way of growing our mailing list and making sure we didn’t lose customers that would have ordinarily have left our site and gone to a competitor.

3. Build Customer Trust Quickly

Fast, reliable and supportive live chat give us two new elements that we had not considered before working with Chat Heroes. The first was quickly they built a relationship with the customer which gained their trust. The second was that our customers saw us as a larger business the we were which again built trust in our company. As a small start-up company at the time this allowed us to compete with larger brands and was vital to our rapid growth.

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