Case Study: Bukalapak achieves a 15% CSAT improvement with Zendesk Messaging

Bukalapak picks Zendesk to transform its customer experience

Bukalapak, Indonesia’s largest ecommerce platform, needed a better way to manage rapidly growing customer demand as its support channels became siloed and hard to scale. With high ticket volumes and customers expecting faster, more seamless service, Bukalapak turned to **Zendesk Messaging** to help build an omnichannel customer experience using Zendesk Support, Chat, and Guide.

**Zendesk Messaging** helped Bukalapak implement integrated support across more than 11 channels, including social platforms, enabling faster responses and more consistent service. The results were significant: Bukalapak now serves more than 300,000 customers a month with 480 agents, handles about 400,000 tickets monthly, improved CSAT from 80% to over 95%, and achieved a 15% increase in customer satisfaction.

Bukalapak

Tine Ervina Effendi

Associate Vice President of Customer Satisfaction Management