Case Study: Subito scales support to 30K+ monthly tickets and raises CSAT to 90% with Zendesk Messaging

Subito keeps buyers and sellers happy with Zendesk

Subito is Italy’s leading classifieds platform, founded in Milan in 2007 and serving about 9 million visitors a month with listings from everyday items to cars, boats and real estate. The company faced a high-volume, diverse support load—nearly 30,000 tickets monthly across email, chat, social, app store comments and web forms—and needed visibility into who was contacting them, common issues, and how their team was performing.

Subito adopted the Zendesk Suite (Support, Chat, Talk and Guide) to centralize omnichannel support, build an internal knowledge base, and create a 30-person Customer Happiness Center. Using Chat and Guide raised first-contact resolution from 40% to 87% and CSAT from 46% to 90%, sped up escalations by about 20%, helped grow the email base from 1M to 21M recipients, and improved cross-team workflows for fraud prevention, refunds and product improvements.

Subito

Roberto La Rosa

Head of CX Customer Care