How Gumtree deals with thousands of customer complaints

Gumtree is one of the few companies in South Africa that uses a homeshoring method to staff its contact centre, which significantly improves its support capabilities.

Homeshoring is an organisational operational model in which employees work and perform all official tasks from a home or external office.

“Our agents work from home across South Africa. They log in at various hours to assist customers,” said Claire Cobbledick, Head of Marketing at Gumtree South Africa.

She said this work-from-home model helps them to attract highly-skilled staff and is also a green option – with fewer people driving to work every day.

“Placing staff across the country means that we have staff members who are familiar with different provinces and languages to better assist customers with their queries,” said Cobbledick.

Charles Bailly, Community Support Supervisor for Gumtree South Africa, said they have built an experienced work-from-home team over the last few years.

This team includes ad moderators, email and live chat support agents, and a highly-skilled filter management specialist.

“Our moderation team is keeping an eye on the site 24/7, constantly skimming through the site, hunting for policy infringements and any suspicious activity,” said Bailly.

Now read: Gumtree scams: what to watch out for and how to avoid them

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How Gumtree deals with thousands of customer complaints