Bezrealitky.cz: Chat is our most used communication channel

Chat is not just another way to talk to customers. Fast replies and the ability to react to what a visitor is looking at right now also make it possible to grow revenue. Read how Smartsupp contributes to that at Bezrealitky.cz. Kateřina Dlouhá, who leads customer support, gave us this interview.

Can you introduce your company?

Bezrealitky.cz is often described as the first Czech startup. It was founded in 2007 and soon became the largest broker of direct property sales and rentals. Every month 600 properties are sold and almost 3,000 rented through it. I have worked at Bezrealitky.cz for 6 years. I started in customer support myself and now I lead a three-person team as head of support.

Why did you start using Smartsupp chat to talk to customers?

It is another way to stay in touch with them, and it is more comfortable than email or the phone. On top of that, chat is visible across the whole site and we can reach out to visitors based on what they are looking for. That makes the conversation more personal, because we have a better overview of what the visitor is doing on the site.

What makes chat better for you than email or the phone?

It is faster and we can serve more customers at once. Smartsupp shortcuts work well – they speed up the conversation and save our agents time. We also reply on chat right away, so it is more comfortable for customers.

How many agents do you have on chat?

Three full-time employees. They handle the phone and email at the same time, check the internal communication between owners and interested buyers, and take care of other routine work. We staff the chat during working hours from 8:00 to 18:00.

Can you share the numbers and metrics connected to chat?

As for the volume of individual support channels, we serve 40 % of customers through chat, 30 % by phone and 30 % by email. Over the summer we have roughly 60 chats a day, in winter we get up to 150. A third of the questions reach us through chat while we are offline (that is 18:00 to 8:00), which is 20 to 50 a day. The rating of our agents has held between 88 and 90 % over the long term.