Online agent Purplebricks
is to curtail two of the services it offers customers and its local agents, an
email leaked on an industry website says.
The services to be cut are
Purplebricks’ 24/7 telephone and live chat services, which will now only
operate in daytime hours, together with its ‘seller’s concierge’ a hub based
service provided to sellers and its local agents or experts as they are known.
In the email published by
Property Industry Eye, the company’s Operations Director Allan Warren says:
“Being a digital-first company means our customers can book viewings, request
valuations and see offers online 24 hours a day. In addition to this, we’ve
always offered a 24-hour telephone service.
“However, based on an
analysis of customer usage, we’re now proposing that our telephony hours should
better reflect the trends in customer demand.”
He continues: “We’ve also
been looking at Sellers’ Concierge, which has provided a fantastic service for
customers over the last few years. Our review has concluded that we might be
able to deliver the service differently and more cost effectively, so we’re
proposing that the service will be phased out over the next three months. In
this time we will be exploring ways to enhance the support our LPEs and
Purplebricks has always
made a point that it is ‘always there’ for its customers, as a way of
differentiating itself from conventional agents. However, this move suggests either
customers either do not want such services, or it is not cost effective to
provide them (or both) – something which conventional agents have probably
known for some time.