Turning high website traffic into sales-qualified conversations

Adenbrook’s inbound phone management was already working: our call centre capturing buyer type, timeframe, land status and finance status, and passing sales-ready leads through by direct transfer or appointment request. But not everyone is confident enough to pick up the phone, and the success of the phone channel pointed at a huge opportunity sitting in the website traffic that never called.

We launched live chat across the website and Facebook Messenger, managed by the same property-focused call centre team. A planned question series profiled home buyers in real time, capturing the insights Adenbrook needed, product preferences and intent, while connecting each visitor with a real person instantly.

Qualified leads with all mandatory information flowed into Salesforce, and appointment requests transferred directly to an Adenbrook sales agent by phone or email. For the sales team, that meant a consistent pipeline of qualified appointments with detailed handover notes; for the buyer, an instant conversation on their platform, their device, their terms.

Since launching in December 2020, live chat has produced 314 additional sales conversations at an average response time under a minute, converting 25.96% of conversations into appointments, and become an essential part of Adenbrook’s marketing mix.