The challenge:
A family owned business of over 40 years, York Jewellers prides itself on delivering quality service and building and maintaining deep connections with its customers. For Emma Aldous and Kellie Winser, maintaining their reputation as the best local jewellers requires an ongoing commitment to being the best. They decided Podium was best-placed to deliver on that commitment; specifically, by helping them generate reviews, capture new leads, and build templated responses to improve customer communication. 
Podium’s role:
York Jewellers recognised the value reviews play in building an online presence. However, they also recognise that, despite a customer’s best intentions, the process can be too inconvenient or clunky.  For Emma and Kellie the ease and consumer-friendly nature of Podium Reviews has been invaluable. 
“You can tailor it to the customer – it’s delivered right there, they can easily click on it, and it takes them to their preferred platform for review. And because Podium works so quickly, the review invite often hits the customer’s phone while they’re still in store, meaning they can fill it out while our staff are gift wrapping their order.” 
With the opening of their online store, it was important to create a platform that converted leads into customers, and that they make it easy for those customers to communicate with them. For Emma, Podium’s Webchat function has become part of her daily routine, particularly as there’s a lot of important communication facilitated through it. 
“One customer needed a custom-made pendant in a hurry. Using the lead functionality and Webchat, we were able to have a conversation with him and have a quick turnaround. We didn’t have a phone call, we didn’t have a Zoom chat – it was all done on Podium. It has integrated beautifully into our business and just feels like second nature to us.” 
The results:
With Podium Reviews and Webchat working in perfect harmony, York Jewellers’ online presence has grown from strength to strength. They’ve successfully:
<ul>
<li style="font-weight: 400;" aria-level="1">Increased their Google reviews from 32 to 364</li>
<li style="font-weight: 400;" aria-level="1">Grown their average Google rating from 4.6 to 4.9 </li>
<li style="font-weight: 400;" aria-level="1">Received 406 total inbound leads in just the last year, including 321 from Webchat</li>
<li style="font-weight: 400;" aria-level="1">Facilitated 647 customer conversations in the last year</li>
</ul>
For a business like York Jewellers, customer loyalty is worth its weight in gold. For them, personal connections are the point of difference, and through Podium their customers receive exactly that.

More Google reviews (from 32 to 364 with Podium)

York Jewellers showcase their brilliance with Podium

11x

4.9 stars

406

647