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.