Triage chat bot service launched for property agents

A new online chat bot has been launched to help property agents triage inbound online enquiries and focus resource towards the most valuable opportunities.

Launched by Wrexham-based outsourced communication provider Moneypenny, the bot identifies and filters out property maintenance queries so that live chat resource can be prioritised for lucrative new leads and enquiries.

The new tool, which works within Moneypenny’s live chat product, first asks web-visitors the nature of their enquiry.

Where the ‘property maintenance’ option is selected, the bot can redirect the visitor to log the issue in the agent’s property maintenance management system or register it via a specific email address or phone number.

It can also ask a series of follow-up questions and log the issue directly, where required.

Joanna Swash, Moneypenny chief executive, said: “Property maintenance issues typically account for up to 30% of live chat conversations during the Winter months. While managing these issues is imperative, agents should not be incurring the same live chat costs as for new sales enquiries.

“Automating the response to property maintenance enquiries allows agents to actively manage their live chat spend and focus it on valuable new enquiries, as well as save time and keep maintenance enquiries away from the phones.”

Joanne added: “The property market is already extremely busy and with the colder months drawing in, burst pipes, leaky roofs and faulty boilers are set to command agents’ attention.

“This new bot will save agents from becoming overwhelmed and allow them to give the red carpet service to the most valuable chats and focus their energies on driving sales in a booming market.”

Moneypenny handles more than two million property calls and live chats each year for 16,000 property professionals and this is its latest innovation to support agents with the delivery of consistent client experience and efficient operation at a time when demand is high and resource may still be reduced.

The new Triage chat bot follows the launch of Moneypenny’s client services and self-screening bot products earlier this year.

Moneypenny currently supports 2,500 estate agents, commercial agents, housebuilders and housing associations across the UK, thanks to a dedicated team of property receptionists and has built an impressive reputation within the market.

Established in 2000, it says it is the world’s market leader for telephone answering, live chat, outsourced switchboard and customer contact solutions.

In total, more than 21,000 businesses across the UK and the US benefit from Moneypenny’s mix of extraordinary people and ground-breaking technology, it said.