Zoopla outsources customer service to improve agency …

Zoopla has outsourced its customer service operation for agents in a move that the portal said will improve the experience for users.

The property website’s current in-house customer support team, which encompasses software customer support for Alto, Jupix and CFP Winman, Zoopla.co.uk support for agents and housebuilders and support for consumers who are looking for their next home, will move to Ventrica.

Contact centre provider Ventrica offers a 24/7 service throughout the year and describes itself as omnichannel, meaning it operates across various mediums such as the phone and social media.

Customers will still log their support tickets in the same way via Zoopla’s suite of help centres, phone, email and web chat – however, the customer support Zoopla provides will improve significantly, the portal said.

For example, customer support hours will in time shift to mirror the working hours of customers, while faster and more consistent response times to support tickets will also be implemented through improved live channel support such as phone and web chat. 

Zoopla employees moving to Ventrica, which will take place via a TUPE agreement, will continue to work with Zoopla. 

Estate Agent Today has asked how many staff are transferring and if there are any job cuts as a result of the changes.

Andy Marshall, chief commercial officer at Zoopla, said: “We’re always aiming to improve the experience we provide for our customers and provide maximum return on their investment. 

“We’re confident that this move will benefit everyone who touches Zoopla’s customer support ecosystem – be it our customers who will now have access to a better experience with a faster response time – or our customer support employees who will benefit from more career opportunities as a result of the changes.”

Iain Banks, chief executive of Ventrica, added: “We’re absolutely delighted to partner with Zoopla to elevate the customer experience they provide to agents, housebuilders and consumers. 

“They join some of the UK’s largest and most established property brands which have been working with Ventrica for almost a decade. We look forward to working closely together to ensure a high-quality omnichannel experience across all of Zoopla’s platforms.”