Pedro Cuencas
Director of Digital Marketing
Website
https://www.whitejacobs.com/
Industry
Lending services
Company size
11 – 50 employees
Founded in
2013
Location
Texas, USA
Meet WJA
White Jacobs & Associates (WJA) is an attorney-backed credit repair firm that aims to redefine how consumers interact and resolve inaccurate reporting on their credit files.
WJA partners with those in the lending industry to help consumers recognize their credit situation. Through credit education, the establishment of healthy credit lines, and realistic goals and timelines, WJA prepares consumers for success with mortgage lenders, car dealers, and many more.
45%
increase in conversions
600%
increase in calls
15%
increase in revenue
The Challenge:
WJA’s process was very manual — leads requested for callbacks through form submissions. When credit analysts called these leads, they were either unavailable or have lost interest.
WJA offered a phone number on their site, but web visitors weren’t inclined to make a call when they had to take the additional step of looking for the contact number.
As a result, the sales team could not connect with leads when they were in the warmest state—wanting to ease their frustrations of poor credit situations.
Both these factors led to a great loss of potential customers and ultimately, reduced revenue.
The Solution:
Pedro and his team used Novocall’s click-to-call solution to instantly engage with inbound leads.
Increased inbound calls with a call-back widget
"When prospects end up on our website, many feel frustrated with their credit situation. Using a phone number on our website did not immediately address visitors or reach out to them in their time of need. That's why we chose Novocall."
After implementing Novocall, WJA received a 600% increase in inbound calls — going from 15 to 90 calls a month. And this wasn’t just about an increase in calls, it was also about an increase in personalized attention because more often than not when a call comes through Novocall, it has been scheduled at an appropriate time.
Higher conversion rates and increased revenue
Calls are very important in the lending services industry because people need their frustrations dealt with personally and instantly.
Web submission forms that were used on WJA’s website were both slow and impersonal — resulting in conversion rates between 20% to 25%.
But with Novocall, web visitors could now connect with credit analysts instantly or schedule a callback. This led to 40-50% of inbound leads actually converting, and an approximate 15% increase in revenue.
An essential software during the COVID-19 pandemic
While Pedro has already experienced many benefits from his usage of Novocall from the beginning, it was only in recent times where our callback service has proven even more useful.
Amidst the pandemic, credit interest rates have dropped and people who are able to take advantage of this are WJA’s key prospects. They require their needs to be met quickly and Novocall was able to help WJA achieve this. The personal touch of a call is also more powerful in addressing customers’ fears, rather than through a cumbersome web form.
"It takes two to three times longer for a client to connect with an analyst through reception. (Calls) through Novocall shorten that whole time considerably."
Because of COVID-19, many employees were forced to work-from-home. Fortunately, this didn’t disrupt workflows for WJA.
By using Novocall, WJA could automatically route calls to available agents wherever they are without having to go through a receptionist or be put on hold. This guarantees all calls are captured — ensuring no loss of leads even in a rotating remote work situation.
Novocall’s benefits don’t stop where the software ends
WJA is able to offer quick responses and a more personalized touch when connecting with leads. This has left a great impression on their leads, and those who eventually convert referred their peers to WJA.
This made a great deal of a difference to WJA as most of their business comes from referrals.
Ready to get started?
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