Zoopla highlights agency customer support improvement 

Increasing numbers of customer service issues have been resolved since Zoopla outsourced its support department, the portal claims.

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

The property website’s in-house customer support team, which encompassed 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, moved to Ventrica.

Since the launch, Zoopla has now revealed that 100% of its outstanding customer support requests have been resolved in the past 90 days. 

The partnership has reduced call abandonment by 75% and increased queries resolved within five hours by 50%, Zoopla said.

Further features are promised for agents including sharing key performance indicators on response times and satisfaction, maintaining a zero backlog of customer support requests and reviewing customer support hours from October R

iccardo Dawson, vice president 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, chief executive 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.”