"Extending our Live Chat hours means we can be there for brokers working beyond the typical 9 to 5 and give them specialised help when they need it."
- Keith Williams, senior operational manager at Coventry BS
Coventry for intermediaries has extended its Live Chat opening hours, giving brokers an additional 10 hours of expert support each week.
The Live Chat function will now be available from 8am – 6pm, Monday to Friday, and is guaranteed to be answered by an intermediary expert rather than a chatbot service.
Last year brokers using the Live Chat service were connected to a member of the team, on average, within 32 seconds. New business calls were connected within 26 seconds.
Keith Williams, senior operational manager at Coventry Building Society, said: “Brokers love dealing with us because they know they’ll get a reliable answer from a real person very quickly. Extending our Live Chat hours means we can be there for brokers working beyond the typical 9 to 5 and give them specialised help when they need it.
“Our Live Chat feature has always been really popular with brokers because it’s so simple and efficient, and there’s always a real person at the other end. It’s looked after by the same team of experts who answer our calls so brokers can be sure, whether they pick up the phone or type a quick question in the chat, they’ll be getting through to a human expert ready to help.”
