Online Chat

The latter half of this year saw us enhance our customer support when we officially launched our online chat service for advisers.

Online chat provides a quick, free-of-charge way to talk to one of our Customer Services team, who are on hand to answer questions almost instantly. It means advisers have an extra way in which to contact us for support, which may on occasion suit them better than calling our existing customer services phone line.
Since its launch in June, our online chat system has helped over 1,480 advisers, and the numbers using the service appear to be increasing each month.

What does online chat offer?
Our online chat facility enables advisers to contact us for free via our website with any questions they may have, or for any assistance they require.

Our friendly Customer Services team help with a myriad of queries, from help with forgotten log in details, sales enquires, and any questions advisers might have with regards to all of our Mortgage Brain systems.

When is the service available?

Online chat is available during our normal Customer Services working hours, and from 10.00am on a Wednesday morning to allow for training.

When you visit our website, after a few seconds the online chat box will pop up at the bottom of your screen. Or you can initiate a chat yourself, by clicking on the top of the box with the ‘Can we help?’ button, appearing in the bottom right-hand corner of your screen.

Advisers are able to email themselves a transcript of their chat, ensuring that they have all details they need on file should they require similar assistance in the future.

Why did we decide to offer this service?
In a world where everything is instant, we want to ensure that we provide a service which is in keeping with the fast-paced environment we operate within.

The online chat facility is yet another way in which our customers can get in touch with us. It both complements and enhances our traditional helpline, and the online support in terms of guides and videos already available via our website.

Mark Lofthouse, our CEO, states: “The new online chat facility is part of Mortgage Brain’s proactive commitment to supporting advisers and providing excellent customer service.”

“I’m delighted that those who have already used the service have found it useful and continue to use it as an alternative to the traditional telephone service when it suits them better.”

To use our online chat service, please visit our website www.mortgage-brain.co.uk and let us help you!

Mark Lofthouse on the Importance of Client Retention

Last month, our CEO Mark Lofthouse had an excellent opinion piece published online. The column covered the importance of client retention, a significant area vital to mortgage brokers.

We’ve broken down the top points from Mark’s column so you can easily digest the important information that he covers.

Don’t ‘just sell mortgages’
Any adviser who just ‘sells mortgages’ isn’t doing their job as well as they could. Mark explains that a role of a mortgage adviser extends far beyond simply advising and selling mortgages.
They must value each customer as an individual, and treat him or her as such. He says: “It is critical that the needs of the customer are met and the review and advice process should look at the customer’s overall needs and not just their mortgages.”

This will in turn increase your income.
Mark goes on to say that, if you acknowledge the individual needs of each customer, you are more likely to receive a lifetime of recurring business. On the reverse, you may be missing out on a great sum of income because you’re not paying due care and attention to your customers.

Provide a broader service.
Following on, Mark advises that, although we don’t want to be selling customers things they don’t want or need, offering extra services to them is beneficial, as if the client sees the services as good value, “they’ll be pleased you’ve taken the trouble to give them that extra level of service,” thus leading to recommendations to friends and family.

Regular contact is paramount.
Don’t just contact your clients when they are due a remortgage. It is vital that your customers stay in your thoughts as often as possible, and finding out more about them means you will be able to offer them further services in the future.

Mark states: “Finding out more about clients’ financial affairs also gives you a reason to stay in touch, either as a courtesy call every so often or when one of their products is due for renewal.”

Keep on top of the industry.
Mark’s closing points underline the importance of keeping abreast of the constant changes in the market. He outlines a myriad of knowledge about each customer you need to know, such as “knowledge of the prevailing provider service levels, what clients enquired about last time you saw them, awareness of their financial situation, and if you know them well, where they went on holiday or what their children are up to.”

But you can’t store this in your own head! To keep all this vital information, and to ensure you are organised, Mark emphasises the importance of using up-to-date front and back office technology, which everyone has at their disposal and should be taking advantage of, for example, our CRM system, the Key.

Follow Mark’s tips to become a better asset for your clients, and remember that “advising on more than just mortgages might take you out of your comfort zone, but the rewards to you and your clients are well worth it.”

If you would like to read the column in full, you can do so by clicking here.