HYDROPOOL

From the outset it was clear we needed to engage better online. We have tremendous success at events and in store, however, once we delved further into the digital world, it became evident that our website was fast becoming one of our new stores!  The missing link was how we meet, greet and engage with these web visitors, not just during the day but 24/7. 

Yomdel’s processes are very robust and they clearly define the objectives of their clients with focused targeting and a results led strategy. We very quickly found this increased our confidence in the service and led to instant well qualified leads.

Jonathan Bunn, MD Hydropool

CHALLENGE

Hydropool have spent many years building a reputation for excellence. They primarily sell at exhibitions and shows such as The Ideal Home Show franchise in many cities, Grand Designs, The Southampton Boat Show and many others. Their primary digital marketing goal has been to drive visitors to their website, to showcase their products, and capture prospect details.

As their desire to satisfy the consumer “culture of now” increased, Hydropool approached Yomdel to explore how we could help them better engage with website visitors, and optimise data capture and lead generation.

Their main objectives were:

• Conversion of web visitors into prospective clients
• 24/7 engagement capability
• To further enhance brand values of a high-quality business with exceptional product and service experience

SOLUTION

The onboarding team at Yomdel spent  considerable time planning Live Chat deployment with Hydropool MD, Jonathan Bunn. Whilst the fundamental objective is always to capture critical customer enquiry details, Jonathan wanted Yomdel to initiate the process of moving prospects along the sales pipeline, making them feel they were already in the decision making process.

This was especially important as Hydropool believe that more people will now purchase online, or at least select a showroom to visit and seek more information, or even book a “dip” in a spa!

In chat, the targeting was clear - first and foremost to capture those critical details which could be used to invite people to future exhibitions or into showrooms.  After this it would be to glean more information on budgets, locations, needs and desires.

During Coronavirus Lockdown, Hydropool took rapid steps to innovate their service by offering online, video walk-rounds and demonstration of their spa and hot-tub products.

They were able to provide the potential customer with a 'virtual demonstration' of the product, whilst answering all questions live, in real time, on video with the customer.

And naturally they enabled and encouraged Yomdel to offer this service to customers enquiring via Live Chat.

Throughout the relationship with Yomdel, Hydropool appreciate the depths that Yomdel go to, ensuring that our operators fully understand the Hydropool business, and can represent the brand with the tone, style and exceptional service expected by their prospective customers. Hydropool’s confidence in Yomdel delivering to their needs grew beyond expectations.

RESULTS

Live chat for Hydropool has been running since November 2018, with Yomdel’s primary focus being lead generation. It was important that we delivered high chat to lead conversion levels, and very quickly this achieved 28%.

This equated to over 300 leads inside 6 months. With an average product value of £12,000, the ROI is superb.

More recently, from the immediate advent of Coronavirus Lockdown, using their adapted sales technique, Hydropool converted 6 high value leads delivered by Yomdel from Live Chat, in the first 6 weeks of lockdown!

That instantly brought over £96k of revenue in a UK market that had virtually closed down!

This underlines the importance of instant online customer service now, more than ever before, as the world moves predominantly online.

Aside from incredible sales opportunities and ROI, Yomdel also deliver the exceptional digital customer experience that Hydropool require, with consistent CSAT scores of 98%.

We’re looking forward to our next chapter of development, with further integration of Hydropool and Yomdel.

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