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Moneypenny – Four ways live chat could transform your communications

Friday 04 December 2020

Propertymark Industry Supplier, Moneypenny, highlight that property agents continue to work hard to deliver quality client communications and maintain an increasing digital presence in the face of ever-changing COVID-19 restrictions – but offer some tips on how a live chat function could further these effort and boost online leads.

Joanne Tattum, Head of Estate Agents Sector at leading communications provider Moneypenny, works closely with agents to improve business agility and enhance digital presence. Here, she explains how live chat could become a secret weapon in the face of COVID-19.

1. Be available around the clock

With the pandemic changing many peoples’ working hours and routines, being available around the clock is essential to meet client needs and maintain a positive brand image. The ability to capture and handle property enquiries outside of office hours and at the weekend can transform a website’s ROI – 37 per cent of our chats occur outside the 9-5, a figure that has increased for many sectors since the pandemic. Live chat can be managed 24/7/365, to ensure that every opportunity is captured.

2. Streamline customer experience

The instant nature of live chat is what has made it so popular. Clients appreciate the opportunity to ask quick questions, right there and then, whilst browsing online. Others simply prefer not to talk on the phone and favour the messenger-style experience live chat offers.   

People expect a wide variety of channels through which they can communicate – live chat can be part of this solution. It provides an instant and easy way to get in touch and triages enquiries – such as maintenance issues – to keep volume away from the phones. The solution also stores important details securely, allowing for a more informed and seamless follow-up.

3. Boost web conversion

Live chat technology generates six times more website engagement and encourages visitors who wouldn’t otherwise take the time to email or call, to engage with you.

Through live chat, agents can start proactive conversations with personalised auto-prompts such as "viewings are still available", "do you have a maintenance issue?" or "would you like to let your property?". This encourages interaction and nudges web visitors into enquiring and sharing their details.

Live chat’s reporting metrics also offer in-depth analysis of performance and integrate with Google Analytics. Areas monitored include chat volumes, agent response rates, chat durations and survey feedback – all of which arms agents with the information required to offer the best possible digital experience.

4. Offer a human response

At a time when consumers need reassurance more than ever, it’s important to remember that people buy from people. Humanising your live chat service is a crucial step to best represent your agency and avoid appearing like a chatbot. You can easily do this through the tone of your live chat responses, by adding photos of live chat agents and using their names so customers can connect with the person behind the screen.

As well as being a quick and easy experience for customers, live chat is simple to set up and can be added to a site and up and running within minutes. What’s more, chat data is logged and can be managed through the online portal or from the app on a smartphone.

For agents keen to protect their client experience, convert more leads and bring their brand values to life, live chat is an important communications channel. Moneypenny is currently offering a free one-week trial so agencies can experience the service and its benefits first-hand.

Find out more