Zoopla to Outsource its Customer Service Team

Online property marketplace Zoopla has announced a new partnership to enhance its customer support function and improve the support experience it offers for agents, housebuilders, and consumers.

The company's in-house customer support team, which offers software customer support for products including Alto, Jupix, and CFP Winman, will move to Ventrica, a UK-based omnichannel contact centre service provider—but will still work with Zoopla as part of a TUPE agreement.

Zoopla says its customer support will "improve significantly" thanks to the partnership.

Customers will continue to log support tickets via Zoopla's regular customer support channels including email, web chat and calls—but response times and 'customer-friendly' hours will improve as Ventrica applies its internal processes to the support team's

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, CEO of Ventrica, said:

“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.”

Zoopla found itself in hot water late last year when the BBC found that the UK portal had facilitated fraud in its marketplace due to overly lenient onboarding protocols for listing agents.