Zoopla claims that there has been a notable increase in the number of customer service issues that have resolved since the property portal decided to outsource its support division.
Zoopla outsourced its customer service operation for agents earlier this year in a bid to improve the user experience for those using the platform.
The property website’s in-house customer support team, which encompassed software customer support for Alto, Jupix and CFP Winman, moved to Ventrica in May, and as a result 100% of Zoopla’s outstanding customer support requests have been resolved in the past 90 days, the portal says.
Zoopla adds that the partnership has also reduced call abandonment by 75% and increased tickets resolved within five hours by 50% benefiting a wide range of software customers, agents, and housebuilders, as well as consumers who are looking for their next home.
Riccardo Dawson, VP of Software at Alto said: “We always knew that by partnering with Ventrica, our customers would be able to benefit from their world-class systems and technology so it’s brilliant to see the improvement in key areas in just three months. We have a suite of priorities in the coming months – such as developing Zendesk to help us improve the customer proposition – and remain focused on helping all of our customers throughout 2023 and beyond.”
Iain Banks, CEO of Ventrica, added: “Developing our partnership with Zoopla was key to delivering fantastic results in such a short amount of time. Our experience in bringing transformative solutions to life, through people, process and technology, has allowed us to provide world class Customer and Employee experience to Zoopla and their partners and we look forward to continuing to work closely with them for a long time yet.”
