Tag Archives: advice

A Helping Hand from Mortgage Brain

Everyone likes to feel that there is help and support, but how often do we really receive it?

Here at Mortgage Brain, we’re proud to be able to offer our customers everything they could possibly desire – and beyond! From free webinars, videos, user guides and an online chat service, we’ve created an abundance of support on our Help & Training page to ensure your Mortgage Brain experience is a successful one.

So what exactly do we offer?

Free Webinars
We are dedicated to providing free, weekly webinars for our systems in order to make sure you aware of all the functionality available and can use them to their full potential.

Our webinars are available every week to fit in with your schedule. If you want to learn how to use our systems, our webinars are a vital tool for you. A fantastic 1826 of you participated in webinars across all our products in 2016 – we expect to beat that this year!

Our webinars take place on the following days:

MortgageBrain Classic – Thursday at 10.30-11.10AM BST
MortgageBrain Anywhere – Wednesday at 3.00-3.40PM BST
The Key – Monday at 4.00-4.30PM BST
Mortgage Trading Exchange (MTE) – Monday at 2.00PM-2.20PM BST
LoansBrain – Friday at 11.00-11.15AM BST
ConveyancingBrain – Friday at 10.30AM-10.50AM BST

Help

Online and Offline Support
We know that everyone works differently, that’s why we offer you a variety of different ways to get in touch with us.

For the traditionalists, and for those who prefer to converse verbally, we are always happy to answer your calls on our mobile-friendly number – 0208 665 3200, or for ConveyancingBrain queries, you can get in touch on our dedicated line – 0371 200 6655.

We were delighted to reveal our online chat service in 2016, allowing you to talk to our customer services team via our website. It means you have an alternative way to contact us for support, which may on occasion suit you better than calling our customer services phone line.

Since its launch, our online chat service has helped over 1,480 advisers, which is increasing each month. You can access the service via our website by clicking on the yellow tab in the bottom right-hand corner.

Online chat is available during our normal Customer Services working hours. You are able to email yourself a transcript of your chat, ensuring that you have the details on file should you require them.

We are also on social media and will help in any way we can through Facebook, LinkedIn, and Twitter. Feel free to direct message us at @Mortgage_Brain on Twitter or respond to a tweet and we’ll be happy to assist you.

Training Guides
We are constantly updating and refreshing our guides to make sure you get the most out of each or our systems.

To find the guide you’re looking for, simply visit our website and click on the Help & Training section, choose which product you’d like assistance with, and let the user-friendly guide do the rest!

Our newest guide explains you to use the new secure Client Portal function within the Key and we also recently refreshed our guides for MortgageBrain Classic and MortgageBrain Anywhere too. So make sure you check them out to see if there’s anything you’ve missed!

Emails
We pride ourselves on making regular changes and updates to our systems to ensure they support your needs, the changes in the industry and also regulation. So we send regular emails to all our Mortgage Brain customers so you’re the first to know about any product updates, new functionalities, and any partner events and information we think is important to you.

To make sure that you receive our emails, please contact us at marketing@mortgage-brain.co.uk!

Videos
Finally, our website and YouTube channel are brimming with quick, informative videos which guide you through our systems and make your life that little bit easier.

If you don’t have the time to partake in a webinar but you’re keen to find out how to use our products then watching our short videos is the ideal way to ensure you’re using our systems effectively, and are aware of the functionality available.

There you have it!
All the ways in which we make sure that our customers have everything they need to succeed in their businesses and make the most of our systems can be found on our Help & Training website page.

Whether you sign up to a webinar, watch a quick video, or give us a call, our free help and training will enable you to use your Mortgage Brain systems to their full capacity.

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!