Case Study: Omio achieves 30% higher acceptance rates and a 20-point NPS boost with Talkdesk

Omio - Customer Case Study

Omio (formerly GoEuro) is Europe’s leading multimodal travel platform, connecting 27 million monthly users to 800+ partners and 100,000+ destinations. Serving multiple countries and languages created routing challenges—English, Spanish and Italian speakers often in different markets—and Omio needed a scalable, multilingual call center solution to handle a summer peak when the support team triples.

Omio implemented Talkdesk (integrated with Zendesk) to enable overflow routing to bilingual and trilingual agents and a VIP line for power users, improving speed and accuracy of resolutions. The setup boosted acceptance rates by more than 30% and increased NPS by 20 points.

Omio

Brendan James

Director of Customer Service