How Avery Group partnered with CommVersion to implement a tailored 24/7 live chat solution, positively impacting their business alongside other lead generation efforts.
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Avery, which manages over 100 care homes and 4 retirement villages, faced the challenge of high website traffic, often resulting in missed opportunities during off-hours.
Avery had an ambitious target to turn this around and drive up customer experience and enquiry rate, which led them to start looking for a best-in-class marketing solution to help them.
Avery made the bold decision to team up with CommVersion to tackle their challenges. Having worked with CommVersion before, Sandie, Avery's Director of Marketing and Communications, was already familiar with SmartChat’s potential.
SmartChat provides a 24/7 live chat channel designed to support teams, boost website enquiries, and reduce the cost of acquiring high-quality leads.
What sets it apart is the combination of advanced technology and human agents trained specifically in the retirement industry—an aspect that particularly appealed to Avery.
Initially, they were concerned that leads from existing channels would be redirected to SmartChat. However, website enquiries and leads surged, quickly putting those fears to rest.
Even better, SmartChat leads came through with rich context, significantly shortening the time to close deals and driving revenue growth.
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Implementing SmartChat generated more qualified leads, improved service efficiency, and significantly enhanced Avery Group's overall customer experience.
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