BuyaCar driven to Natterbox’s all-encompassing telephony platform for improved customer experience

BuyaCar, the UK-based online car retailer, has announced that it has selected Natterbox’s cloud-based telephony platform to improve customer service over the phone, a key element of its 5-star Trust Pilot rating.

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The investment comes at an important time for the fast-growing, digital dealer as it grows its sales and customer service teams. The business has quadrupled annual car sales by 407% since it was acquired by Dennis Publishing in 2014.

As a true digital dealer with no face-to-face interaction with customers, frictionless, efficient telephone communication processes are paramount to BuyaCar.co.uk. With sales now exceeding 500 used cars a month, every customer who makes an enquiry or places an order is then contacted by one of the retailer’s 65 operating staff via the phone to find out more information regarding their future purchase.

BuyaCar was previously using a standard telephony solution which presented significant challenges in a rapidly scaling business when it came to reporting on and routing calls. Having implemented Salesforce, the company wanted a telephony partner that integrated with the platform and would help it better serve customers and maintain its award-winning reputation[1]. After evaluating several providers, BuyaCar chose to partner with Natterbox for its well-rounded platform, including call routing and reporting features.

The Natterbox platform will significantly improve the experience for BuyaCar’s staff and customers’ by increasing efficiency and effectiveness throughout the working day and ensuring customers are looked after promptly and to a high standard.

Austin Collins, Co-founder of Buyacar, commented: “Natterbox has already made a great impression – the team are very knowledgeable and responsive, they understood our set up incredibly quickly and continue to maintain a ‘nothing is too much trouble’ attitude. As an online retailer that is experiencing huge growth, even in today’s challenging market, offering excellent customer service is an absolute must and we make it a priority to ensure none of our customers are forgotten. As our customer base continues to grow and we hire new operating staff to keep up with increasing demand, Natterbox will play a vital role in making sure we stick to our values, no matter how big the company becomes.”

Neil Hammerton, CEO and Co-founder, Natterbox said: “BuyaCar is experiencing possibly one of the most important times in its growth, and we are very excited to partner with them in such a significant period. Although retail is increasingly moving online, the importance of customer service will never go away and BuyaCar truly understands that. We are looking forward to playing a key role in the company’s future and seeing how it will grow with the Natterbox platform in place.”

About Natterbox

Natterbox launched in 2010 to solve business telephony issues and bring voice into the digitised customer experience through a global cloud PBX service that captures and integrates voice into customer processes. Over 500 organisations around the world rely on Natterbox to set new standards in customer experience, drive measurable increases in sales efficiency, competitive advantage and organisational success. Customers include Groupon and Legal & General.

[1] Winner of the 2018 F&A Awards ‘Treating Customers Fairly’