The Journey to Excellence: How Vivastreet Was Elected Customer Service of the Year 2017

In the fast-paced realm of digital commerce, where countless platforms compete for attention and loyalty, Vivastreet has emerged as a beacon of excellence in customer care. Earning the prestigious Voted Customer Service of the Year award in France for the Classifieds category in 2017 represents a significant milestone for the company, highlighting its commitment to delivering exceptional digital interactions. This recognition reflects not only the company's dedication to innovation but also the tangible benefits users experience when navigating the often complex world of online classified advertisements.

Vivastreet's triumph: scooping the customer service crown

What the Award Actually Means for Users

The Voted Customer Service of the Year award is far more than a shiny accolade to display in a corporate office. For everyday users, this recognition signals a platform that prioritises their needs and actively works to resolve issues efficiently. Unlike some platforms where customer support feels like an afterthought, Vivastreet has demonstrated that it genuinely listens to its community. The award evaluates customer experience through mystery shoppers who interact with the service via multiple channels, including email, web, telephone, chat, and even social media. This rigorous assessment ensures that only companies delivering consistently high-quality support across all touchpoints receive such an honour. For someone trying to sell a vintage bicycle, rent out a spare room, or find a reliable second-hand car, knowing that the platform has been independently verified for its customer care offers invaluable peace of mind.

Recognition from viséo customer insights: why it matters

The award itself comes from Viséo Customer Insights, an organisation dedicated to measuring and benchmarking customer experience across industries. Their methodology involves real-world testing rather than self-reported metrics, which means the results reflect genuine user interactions rather than corporate aspirations. This independent validation carries considerable weight because it removes bias and provides an honest assessment of how well a company treats its customers. For Vivastreet, earning this distinction in a competitive field demonstrates that their investments in technology and training have paid dividends. Moreover, it sends a clear message to competitors that excellence in customer service is not optional but essential for thriving in the digital marketplace. When six other Eptica customers, including well-known names such as Société Générale, Direct Energie, and Bforbank, also won awards, it underscores the effectiveness of adopting advanced customer service solutions.

Mastering digital interactions: the secret behind vivastreet's success

Innovative approaches to online customer support

Behind Vivastreet's award-winning performance lies a sophisticated infrastructure powered by Eptica software, which manages both web self-service and email communications. This technology enables the platform to handle vast volumes of enquiries without sacrificing quality or speed. By automating routine queries and providing users with comprehensive self-service options, Vivastreet ensures that customers can find answers quickly without waiting for human intervention. However, when a situation requires a personal touch, the system seamlessly transitions to human agents who are equipped with the information needed to resolve issues promptly. This blend of automation and personalisation represents the future of customer service, where efficiency meets empathy. The platform's sister brand, Easyroommate, offers a compelling case study of these innovations in action. Operating across 27 countries and available in 8 languages, Easyroommate implemented Eptica and witnessed remarkable improvements. The brand experienced a 75 per cent reduction in customer service calls and a 58 per cent drop in email handling time, demonstrating how the right technology can transform operations.

Navigating classified ads without the headache

Anyone who has ever posted an advertisement online knows the potential frustrations involved. From unclear policies to technical glitches, the process can quickly become overwhelming. Vivastreet has tackled these pain points head-on by streamlining its user interface and providing robust support mechanisms. The platform's commitment to web self-service is particularly noteworthy, with 53 per cent of Easyroommate interactions now handled through this channel. This statistic reveals a user base that trusts the platform's resources and feels confident resolving issues independently. Additionally, Vivastreet's email management capabilities have proven transformative. Handling approximately 20,000 monthly emails through Eptica Email Management, the average response time plummeted from 48 hours to just 10 hours. Such efficiency means users spend less time waiting and more time achieving their goals, whether that involves selling furniture, advertising a service, or searching for accommodation. The platform's First Contact Resolution rate exceeding 90 per cent further demonstrates its effectiveness, as most enquiries are resolved in a single interaction rather than requiring multiple follow-ups.

The real impact: how proper service benefits everyone

From flogging unwanted bits to finding your next flat

The practical implications of excellent customer service extend far beyond abstract performance metrics. For individuals using Vivastreet to sell unwanted items or locate housing, responsive support can make the difference between a successful transaction and a frustrating experience. Consider someone moving house who needs to quickly sell a sofa and find a new flat. If their listing encounters technical issues or they have questions about safety protocols, prompt assistance becomes crucial. Vivastreet's award-winning service ensures that such scenarios are handled efficiently, allowing users to focus on their objectives rather than battling with the platform. Similarly, small businesses and independent tradespeople rely on classified ads to reach potential customers. Any delays or unresolved issues could result in lost income and damaged reputations. By providing multichannel customer service that includes telephone support, chat, and social media engagement, Vivastreet accommodates diverse preferences and ensures that help is always accessible.

Building trust through quality and reliability

Trust forms the foundation of any successful online marketplace. Users need confidence that their information is secure, their listings will appear correctly, and any problems will be addressed swiftly. Vivastreet's investment in customer service excellence directly contributes to this trust. When a platform consistently delivers positive experiences, users return repeatedly and recommend it to others. This organic growth driven by reputation stands in stark contrast to platforms that rely solely on aggressive marketing while neglecting the user experience. The recognition from Viséo Customer Insights validates what many users have experienced firsthand: Vivastreet genuinely cares about its community. This commitment to quality extends beyond reactive support to proactive improvements based on user feedback. By analysing performance metrics such as response times and resolution rates, the platform continuously refines its processes to better serve its audience. Such dedication to excellence creates a virtuous cycle where satisfied customers become advocates, attracting new users and reinforcing the platform's market position.

Looking Ahead: What This Award Means for the Future

Raising standards across the classified ads industry

Vivastreet's achievement sets a benchmark that other classified ad platforms will struggle to ignore. In an industry often criticised for lacklustre support and questionable practices, this award demonstrates that superior customer service is achievable and rewarding. Competitors now face pressure to elevate their own standards or risk losing users to platforms that prioritise customer experience. This competitive dynamic ultimately benefits consumers, who gain access to better services and more reliable support. Furthermore, the success of Easyroommate in reducing service calls and email handling times provides a roadmap for other companies seeking similar improvements. The substantial performance metrics, including the 75 per cent reduction in calls and the dramatic decrease in response times, offer concrete evidence that investing in advanced customer service technology yields measurable returns. As more organisations adopt these approaches, the entire industry moves towards higher standards of accountability and user satisfaction.

Vivastreet's commitment to continued excellence

Winning an award represents an important milestone, but maintaining that level of excellence requires ongoing effort and innovation. Vivastreet has demonstrated through its actions that it views this recognition not as a final destination but as a foundation for future improvements. The platform's use of cutting-edge technology combined with a genuine commitment to understanding user needs positions it well for continued success. As customer expectations evolve and new communication channels emerge, Vivastreet's flexible infrastructure and proven track record suggest it will adapt effectively. The company's multichannel approach, encompassing telephone, chat, email, social media, and web self-service, ensures that it can meet users wherever they are most comfortable. This adaptability will prove essential as digital interactions become increasingly sophisticated and personalised. By maintaining its focus on customer satisfaction and investing in the tools and training necessary to deliver exceptional service, Vivastreet sets itself apart as a leader in the classified ads sector. The 2017 award stands as testament to what can be achieved when a company truly places its users at the heart of everything it does, and the evidence suggests this philosophy will continue guiding Vivastreet's journey forward.