Purplebricks Cuts Back Customer Service

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 customers receive.”

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.

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Source Property Industry Eye
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