Case Study: OLX achieves 40% ticket deflection and a massive reduction in global ticket volume with Zendesk Messaging

OLX reduced global ticket volume by 40% with Zendesk

OLX is a global online classifieds marketplace operating in 40+ countries with over 90 sites and 22 languages. Facing high support demand (about 200,000 tickets/month) and a patchwork of regional, hard-to-maintain tools, OLX needed a unified, multilingual omnichannel solution to simplify agent workflows and better serve diverse markets.

OLX implemented Zendesk (Support, Guide, Chat, Talk) using Multibrand and the Zendesk API to enable proactive chat, market-specific self‑service content, and a centralized “Voice of the Customer” dashboard. The approach reduced global ticket volume—achieving a 40% ticket deflection rate and about a 30% drop in basic-question tickets—while streamlining support across dozens of localized instances and improving product insights.

OLX

Cynthia Toral

Product Owner