Case Study: Olala Homes achieves a 350% increase in solved tickets and 93% CSAT with Zendesk Messaging

Olala Homes leans on Zendesk to compete with vacation-rental giants

Olala Homes is a fast‑growing European vacation‑rental manager that scaled from 4 properties at launch to 150 by 2019 by focusing on a high‑touch guest experience in off‑peak neighbourhoods. The company faced a fragmented communications landscape—email, platform inboxes, phone, WhatsApp and social channels—and needed a way to deliver immediate, trackable, omnichannel support to protect guest satisfaction and compete with much larger players.

By implementing the full Zendesk Suite (Support, Talk, Chat, Guide, Explore) and integrating channels plus Asana for ops, Olala centralized tickets, built a self‑service knowledge base, and used analytics to optimize staffing and workflows. The result: solved ticket volume grew ~350% (to about 9,000/month), CSAT reached 93%, cross‑region resolution times were cut in half, agents answered roughly 100 more calls/month, and the company scaled customer service without sacrificing its personalized guest experience.

Olala Homes

Ittai Savran

Chief Executive Officer