Select Property Group

Managed live chat case study

Select Property Group is a leading global property investment organisation with investors in 117 countries and offices across Europe, the Middle East, and Asia-Pacific region. They wanted to make property investment about people, and not percentages, so they used The Chat Shop’s team of chat experts to deliver the best in customer service and lead generation to get the best ROI without spending another penny of their marketing budget on PPC or SEO. The Chat Shop delivers quality conversations based on a human understanding of consumer behaviour and needs to generate qualified leads, increase CSAT, and deliver sales in complex, high-value markets like property.

customer satisfaction in chat

of chats convert into qualified leads

ROI in first year

 

We’ve closed over £3.3 million in business from leads The Chat Shop generated.

David Ancell, Head of Digital at Select Property

The problem

With investors spread across 117 countries, offices in three continents, and more than 100,000 stakeholders, Select Property needed a trusted, diverse team with proven skills not only in chatting with current investors and customers from around the world, but also in converting website visitors to qualified leads. But, how were they to offer satisfaction to their diverse community online and generate leads and conversions all whilst giving visitors that human shopping experience?

Answer: Managed Chat by The Chat Shop

Our solution

Select Property needed two problems solved: keeping current customers and tenants happy and generating more leads from existing traffic without spending another penny on marketing efforts. Converting more leads was easy; we dived into Select Property’s Google Analytics data to identify pages and opportunities to interact with new leads at the right time, with messaging tailored to their journey, to get people chatting (and converting!). This allowed us to engage with more visitors at the right time in their digital journey.

 

But once those visitors chat and convert to investors and tenants, there’s a new challenge: maintaining the highest standards of customer service for a truly global company. Luckily, that’s our strong suit. At The Chat Shop, we’re proud of our diverse team. We recruit where we work: worldwide. We scout for the absolute best native English-speaking chat experts so those cultural barriers are lowered, no matter where you’re chatting from or who you’re chatting to. So, you could say our customer service programme puts customers back on the throne. It’s instant, excellent service in a click. A chat with 94% customer satisfaction for a global company? That’s treating your customers right.

 

 

We know that basic FAQs don’t cut it if you want to create a meaningful interaction, especially when you’re chatting about a big investment, a new place to live, or need an instant answer from Europe when you’re in the Middle East. To get high-quality interactions, we created one of our bespoke KnowledgeBases to educate our team and have conversations that guide the customer through their buying journey, allowing us to drive sales and leads for Select Property Group while providing exceptional service. We used our in-house training and testing methodologies to ensure that our chat experts can have genuine, informed conversations with real investors about property and new tenants’ big move, all whilst delivering a customer service experience that helps Select Property be the premier choice for global property investment.

The results

Using the power of high-quality conversations to resolve customer and tenant queries and Google Analytics to drive lead generation and sales, The Chat Shop was able to deliver systematic improvements across several key metrics.

 

In just one year working with The Chat Shop, Select Property achieved a 94% in CSAT scores. The Chat Shop’s experts also generated leads from 23% of all chat conversations.

 

More impressive, Select Property saw a whopping 1013% return on their investment in The Chat Shop’s services after 11 months.