SAFESTYLE

ABOUT THE CUSTOMER

Safestyle UK is a household name. Due to celebrate their 30^th year in 2022, they have now manufactured and installed uPVC windows and doors for over 1 million customers.

The largest company in the UK homeowner window and door replacement market manufactures over 15,000 double-glazed units per week from its 18-acre site in Yorkshire.

"The Yomdel team were great throughout our initial trial period and were keen for any feedback that could help further improve our live chat performance."

Jordan Brown, Head of PPC at Safestyle UK

WHAT LED YOU TO CONSIDER LIVE CHAT?

Talking to Safestyle’s Head of PPC, Jordan Brown, they had recognised that customer behaviour was changing. More people than ever were starting to use tools such as Zoom, Microsoft Teams and live chat before 2020 with the pandemic only accelerating the movement since.

As such, more UK companies were investing in this technology, recognising that customers now expect the ability to communicate in real time without having to use phone calls.

With Safestyle prioritising customer satisfaction, any chances to improve this are readily encouraged.

HOW DID YOU BECOME AWARE OF YOMDEL?

Having already made the decision to introduce live chat for their users, it was now just a matter of finding the best-fit approach and supplier.

Safestyle conducted an extensive research programme, initially exploring an in-house setup. However, they quickly realised it would be far more advantageous to use an outsourced provider. They would need to possess the necessary skills and experience to answer customer queries in a fast and professional manner, enabling Safestyle to “fully commit to live chat from launch”.

WHY DID YOU EVENTUALLY CHOOSE YOMDEL?

Yomdel was considered as part of Safestyle’s live chat research programme as it came highly recommended by a respected marketing manager they had worked with previously. Jordan noted how his contact was “very impressed with how quickly Yomdel adapted to his business and consequently became an integral part of the company”.

After a lengthy interview process, Safestyle finally chose Yomdel over another leading live chat provider, citing the following reasons as being key to their decision:

• Yomdel was able to work with Safestyle’s internal CRM so that data can be passed through an API in real time
• They were impressed with Yomdel’s passion for their own business and their understanding of Safestyle’s
• The speedy average enquiry response time of just 8 seconds was “a big factor”.

HOW DID THE IMPLEMENTATION GO?

Jordan felt the implementation of Yomdel live chat on their website went as “smoothly as it could have”. The Yomdel team worked with Safestyle’s web development team successfully and everything went to schedule. Safestyle recognised the process may not be completely straight forward but were pleased to report they “had no issues whatsoever”.

“The Yomdel team were great throughout our initial trial period and were keen for any feedback that could help further improve our live chat performance.”

HOW'S THE SERVICE BEEN SINCE?

Since launching in April 2021, Safestyle have seen great results from their new Yomdel website live chat service.

Jordan was keen to state that implementing the fully human resourced, 24/7 system has helped Safestyle to “engage with customers and prospects in a way not previously possible.”

“The Yomdel team have proved to be very flexible, addressing any feedback and concerns immediately so that any improvements can be implemented as a priority” Jordan concluded.

WOULD YOU LIKE TO FIND OUT MORE?

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