Zoopla and Alto partnership with Ventrica significantly improves customer support
7th September 2023
Following the launch in May of a strategic partnership with Ventrica - an award-winning, omnichannel customer service and support expert - to transform its customer support function, Zoopla today reveals that 100% of their outstanding customer support tickets have been resolved in the last 90 days.
Maximising Ventrica’s world-class systems, technology, and expertise, the partnership has reduced call abandonment by 75% and increased tickets resolved within five hours by 50% benefiting a wide range of software customers (Alto, Jupix, CFP Winman), agents, and housebuilders, as well as consumers who are looking for their next home.
With clear progress made on key metrics in the last three months, the partnership remains laser-focused on delivering added benefits to all software and Zoopla customers by the end of 2023. This includes:
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Sharing customer-centric KPIs with all customers next month (October) focused on improved response times and satisfaction to ensure it remains a high priority
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Maintaining a zero backlog of customer support tickets, leading to faster resolution times for all customers
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Reviewing customer support hours from October in order to better reflect, and support, the working hours of all customers.
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Continuing to utilise Ventrica’s world-class systems to increase first-touch resolution and identify potential issues faster, in turn allowing for improved employee engagement and training opportunities
Commenting on the news, 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 comments: 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.”
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For further information, please contact PR Team on pr@zoopla.co.uk or +44 (0)20 3873 8770.
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Hello. We're Zoopla. A property website and app.
We know you're not just looking for a place to live. You're looking for a home.
Yeah, we've got over a million properties for you to browse.
Tools that let you filter them in all kinds of clever ways.
And reliable house price estimates, so you can be sure you aren't paying over the odds.
But we know you're looking for more than that.
Because that first flat won't just be a 'great investment opportunity'.
It'll be the feeling of starting out on your own.
That extra bedroom won't just mean another £20K on the re-sale price, it'll mean having your sister over to stay.
And that bungalow won't just be a way to release some equity, it will be a chance to spend more time with the grandkids.
We know that searching for a home is about more than just checking its price, location and features (important as all those things are).
What really matters is how it makes you feel.
We know what a home is really worth.
So let us help you find yours.
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