SUCCESS STORIES

Russell’s Heating, Cooling, Plumbing & Electric

Using FreshLime’s customer connection platform, Russell’s Heating, Cooling, Plumbing & Electric has been able to create loyal relationships with their customers, through professional, industry-specific automated engagements. Russell’s Heating, Cooling, Plumbing & Electric has also been able to win back lost customers through FreshLime’s Customer Connection Platform™.

Details

Website: russellshvac.com
Industry: HVAC
Location: US East Coast
Customer Since: Oct 2019
Case Study Date: Jan 2020

Objectives:

Attract new customers
Increase online presence
Retain existing customers
Increase positive online reviews

Webchat Conversations

Business Listings Created & Optimized

Targeted Engagements Sent

Before we started using FreshLime’s Customer Connection Platform™, I had minor success with other tools to bring in new customers and book more appointments with my current customers. But I never knew there was one platform that could do all of that and more. Not only does FreshLime bring in more leads than we have ever had through our webchat, but it engages with our loyal customers and reminds them to come in at the right times. It’s the main reason we have grown so much through repeat business this year. I’m grateful we found FreshLime to make it so easy to grow Russell’s faster than I ever thought possible.

Background & Goals

Russell’s Heating, Cooling, Plumbing & Electric has always provided their customers with excellent service and quality, but they were struggling to bring customers back through their door. Why? Because they weren’t engaging with their pleased customers after completing a service. This lack of communication was causing consumers to neglect to come back to Russell’s Heating, Cooling, Plumbing & Electric.

Another issue they were experiencing was having no chat feature implemented on their website. This is a problem when over 80% of consumers want to work with businesses who have live chat available for them. FreshLime teamed up with Russell’s Heating, Cooling, Plumbing & Electric to piece the puzzle of customer connections together for them.

Using FreshLime’s Platform

Since joining forces with FreshLime and utilizing FreshLime’s powerful Customer Connection Platform™, things have turned around for Russell’s Heating, Cooling, Plumbing & Electric. They have received over 60 online reviews with an average rating of 4.6. Their business has been able to instantly chat with over 300 customers through the webchat feature that has been implemented on to their website.

Best of all, over 4,800 targeted, automated engagements have been sent out to Russell’s Heating, Cooling, Plumbing & Electric’s customers creating loyalty and increasing their revenue by 21%.