Connells Group is to continue with its experimental ‘live chat’ facility on its website after seeing a significant rise in valuation bookings and call-backs outside working hours.
Connells started using a web chat system operated by software firm Giosg in autumn 2015 and claims feedback from users has been “extremely positive”. The software identifies owners with pro-active chat and encourages them to book a free market appraisal.
Web chat has developed across a number of websites in the past two years, allowing instant online exchanges of information without the member of the public requiring to download specialist software; instead, the chat facility is generated from the website being accessed by ordinary web browsers such as Google.
“We feel it’s important to communicate with customers using the channels that they want to use. Live chat allows us to speak with our customers when they want and allows our central sales team to provide personal attention and support at a convenient time for them” explains Anthony Glasgow, Connells Group chief information officer.
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More and more agents are now not only considering the potential that offering human interaction online could bring, but also actually reaping the rewards. It is a fact that the era of 9-5 is simply gone. People will be online at a time that suits them, and as an agent you need to be ready to help and guide them, or simply "wow" them, just when they need it. Recent analysis of Yomdel data shows that 33% of all leads captured via live chat on agent websites come weekday evenings, with a further 20%+ at weekends. It is no surprise that Connells is seeing such good results, with a huge potential haul of new business just waiting to be caught.
The web is 24/7 and the best agents will also be thinking like their customers and making sure they are available 24/7. For an excellent example of this look no further than fast growing EweMove who have used 24/7 live chat as a central pillar of their value proposition.
I can't see any livechat on here: https://www.connells.co.uk/
Another advertising puff-piece under the guise of journalism.
Live chat has been around for over a decade and the fact that an agent now uses it hardly qualifies as news.
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