8 valuations, 36 viewings: 6 weeks of impact for a West London independent estate agent
James Hayes Estate Agents started with a simple use case: using Ella to answer calls when the team was busy or when the office was closed
The challenge
As a fast-paced independent agency, the team at James Hayes can't always answer every inbound call, spending the majority of their time on appointments, relationships and deals. Ben Hayes, the founder, wanted to deliver a consistent, always-on service to ensure that every enquiry was handled on-brand, without the overheads of hiring more staff or outsourcing to a call centre
What Ella did
Ella comes pre-trained based on real estate agency workflows and processes, which is handy for a team who are as busy as James Hayes and don't have the spare time to dedicate to significant configuration or manual set-up. We ran a session with Ben and the team to choose an on-brand voice, adjusted the qualification criteria that Ella captures from callers and designed a plan to monitor performance and make improvements over time.
- Answers daytime overflow & out of hours calls
- Qualifies based on James Hayes' criteria
- Books valuations and viewings into the team diary
- Notifies the relevant team member after every conversation
The results
Ella made an immediate impact for the team, capturing 8 valuations and 36 viewings in the first 6 weeks of going live, all from calls that would have previously been unanswered. As well as handling these enquiries, Ella also answers property questions, tenant and property management queries and anything else that the team needs. Ella is now live for James Hayes across inbound calls, WhatsApp and web chat, providing 24/7 cover across all channels and ensuring that every enquiry is captured.
In our first 6 weeks of Ella, we've booked 8 valuations and 36 viewings, all enquiries we wouldn't have got otherwise.
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