Coventry BS extends live chat service

February 12, 2024 by Brendan O'Neill

Mortgage Advisors

The live chat service that Coventry Building Society offers for mortgage advisors is set to have its opening hours lengthened, with the aim of improving the support the lender provides for advisors.

Coventry BS has confirmed that this service will now be available for 10 hours more each week. It will be open through the five days of the week, between 8am and 6pm. The lender has also now offered advisors an assurance that the responses to any queries that they put to the service will come from people with real expertise in the industry, and not a chat bot.

Those advisors who made contact with the lender through the live chat during 2023 were able to get through to one of its staff members in an average time of 32 seconds. Calls made about new mortgage business were connected inside 26 seconds, on average.

Coventry BS senior operational manager Keith Williams spoke to Mortgage Solutions about the extended hours. He stated that advisors had a favourable attitude to the lender because they are guaranteed a quick response to enquiries from an actual human being.

He added:

“Extending our live chat hours means we can be there for brokers working beyond the typical nine to five and give them specialised help when they need it.”

Williams concluded by saying that advisors had embraced the feature.

Many who have completed the CeMAP mortgage advisor course may be very happy to use this service for simple enquiries, and will welcome Coventry BS extending its availability.