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Connells Group - 30% of chat conversations result in a market appraisal

 

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As online house hunting becomes more popular, the real issue estate agents need to address is how to be more responsive to potential customers on their website. 

Connells Group, one of the largest estate agency and property services providers in the UK, was looking for a better way to encourage their website visitors to book a valuation or property appraisal (the main revenue stream in the industry). 

Challenge

  • Coming up with a more proactive, easier communication channel, moving away from more traditional channels (filling a form or calling)
  • Getting the scope of the chat conversations right, to enable employees to direct queries to the right team and provide the best service

Results

  • Increase conversion rate of chats to property valuation to 30%
  • 60% more leads via live chat that would have otherwise been lost
  • Less chats, meaning that there were less irrelevant queries

Why giosg?

  • An intuitive user experience
  • Highly reliable software
  • Great support

Read the full story to learn how Connells learned to use live chat to convert potential customers!

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