Paul Pugal Customer Service Director - Auto Trader UK

Auto Trader started life as a regional magazine known as Thames Valley Trader and has since become a digital-only retailer whose website accounts for around 85% of time spent on Automotive websites in the UK! With reduced personal contact with customers and a need for customers to have more control over their interactions with an organisation, Auto Trader have transformed their customer service strategy that moves from an operational culture to a customer culture, reduced call volumes,cost and increased customer satisfaction.

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