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Zoopla makes moves to improve customer experience

28th April 2023

Zoopla is embarking on a new partnership to transform its customer support function and improve the support experience it provides for agents, housebuilders and consumers.


Zoopla’s current in-house customer support team, which encompasses software customer support (Alto, Jupix, CFP Winman), support for agents and housebuilders, and support for consumers who are looking for their next home, will move to Ventrica - a UK based award-winning omnichannel contact centre service provider which specialises in all aspects of customer communication.


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. 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. They will also benefit from improved development and career opportunities, and more efficient operating frameworks which can flex depending on the number of customer support tickets logged. 


Commenting on the news, Andy Marshall, Chief Commercial Officer at Zoopla comments: “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 comments: “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.”

- Ends -

For further information, please contact PR Team on [email protected] or +44 (0)20 3873 8770.

About Zoopla

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.

Zoopla is part of Zoopla Limited which was founded in 2007.

Zoopla Limited, The Cooperage, 5 Copper Row, London, SE1 2LH
Registered in England and Wales with Company No. 06074771
VAT Registration number: 191 2231 33
Data Protection number: Z9972266

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