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30/04/2020
Welcome to Webchat

Whilst brokers may be missing the physical presence of their Accord Business Development Manager (BDM) their product expertise and criteria knowledge is still being shared with advisers across the UK, albeit virtually.

In line with government guidelines, our support teams (including the BDMs, Telephone BDMs and Business Development Advisors) are now working from home. As such, our normal helpline is unavailable until further notice and we are using the Accord webchat function as our main channel for dealing with inbound enquiries.

How does it work?

So, if you’re new to webchat, what does it mean and can it really be as good as talking on the phone?

If you’re looking to place a new case and have any queries on lending policy, criteria or product information, webchat is the perfect way to get a speedy response.

  • Simply click on the link, enter your name, telephone number and FCA number and you’ll be connected to one of the team to start your online conversation.
  • Using webchat results in an audit trail of the conversation for a broker’s file, but the team are able to share links and information directly meaning you can access the information you need immediately.
  • At the end of the chat, you’ll be asked to provide feedback on your experience. Any information you can provide is really valuable as it helps us identify areas we can improve and ensures we’re offering the best possible service.

In the first two weeks of operation the team completed almost 4,000 chats, with every chat answered and an impressive average satisfaction score of 9.6.

And don’t just take our word for it

I think the webchat system is brilliant. Nadeem Iqbal is my BDM and he’s always really quick to come back to me, but over Easter he was on annual leave and I had some new business at 80% and 85% which I wanted to check, so I needed an alternative.

I use webchat a lot with other lenders and I find the Accord system really easy to use, quick and the team are very attentive. Sometimes you feel like you are waiting ages for lenders to reply, but the Accord answers are always prompt.

- Paul Spencer, Calfa Ltd

ENDS – ACPR27-20

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