Case Study: Catawiki boosts CSAT and multilingual support with Unbabel

Catawiki Boosts CSAT and Multilingual Support with Unbabel

Catawiki, Europe’s leading curated marketplace for special objects, needed a better way to handle the large share of buyer-seller support cases that crossed language barriers. Its Netherlands-based customer experience team struggled to mediate conversations across multiple languages and wanted faster responses without adding costly native-speaking staff. Catawiki turned to Unbabel and its language operations platform to support multilingual customer interactions.

Unbabel built a custom feature in three weeks that let Catawiki agents start and manage buyer-seller conversations across six languages directly in Kustomer. With Unbabel, one agent could own the full case, cutting average handling time by 20 minutes per ticket and doubling efficiency: 78% of cases were resolved within the nine-day target window, up from 39% before. Catawiki also maintained strong customer satisfaction, with an average CSAT of 88%.

Catawiki

Grecia Lundkvist

Customer Experience Team Manager