Implementing live chat was an easy win for Adenbrook Homes to personalise their customer experience and turn high website traffic into sales qualified leads.
Having been partnered with Adenbrook Homes since 2018, in 2019 we took the exciting next step to manage their inbound 1300 phone number.
Our Melbourne-based call centre respond to inbound phone enquiries and determine their propensity to buy, capturing critical intent markers such as:
Sales-ready leads are passed on the the Adenbrook Homes sales team via a direct phone transfer or email appointment request.
Given the success rate of this, we identified there was a huge opportunity to convert more inbound leads by implementing a live chat function, managed by the Social Garden call centre team.
For Adenbrook Homes, implementing live chat provided a seamless approach to profile home buyers on the website and Facebook Messenger. In this way, live chat could not only create a more personalised customer experience (in real-time) but also drive lead generation and increase appointments.
Social Garden have been instrumental in helping to grow the Adenbrook Homes business. Having a geographically diverse sales team, all with different opportunities, we’ve relied heavily on the Social Garden team to be the first port of call though our 1300 number and Live Chat service. With great industry knowledge and experience, they have been able to really engage potential clients and turn them into great leads. I’d highly recommend Social Garden to any business with a complex sales process, who’s first engagement with the customer is critical.
— Nick Vincent – National Marketing Manager, Adenbrook Homes
We started the process by planning out a series of questions to profile leads while connecting them with an agent. This meant understanding the insights that Adenbrook Homes needed in order to drive sales opportunities, such as product preferences and intent.
If the conversation qualified the user as a lead with all mandatory information captured, then we integrated them into Salesforce. Appointment requests are transferred directly to an Adenbrook Homes sales agent via phone transfer or email request.
The most important success factor of live chat is to understand the nuances of the customer journey.
For the sales team…
For the consumer…
LiveChat for Adenbrook Homes has been an exciting project to work on. I believe that it’s key to diversify the channels in which your potential customers can communicate with you. Be available for them to engage with you on their terms. Not everyone is confident enough to pick up the phone initially. With a completely property-focused LiveChat team who pride themselves on their ability to convert you can certainly nurture those people, educate them about the home-buying process, build trust in your brand and get them ready to speak to sales over the phone, or in person.
— Adam Hardy, Head of Call Centre
Since launching live chat in December 2020 for Adenbrook Homes, the tool has become an essential component in their marketing mix and an invaluable support for the sales team.
Additional sales conversations with live chat
Average response time
Conversation to appointment rate