Case Study: Bolt achieves data-driven support and 70% fewer tickets with Zendesk Talk

Fast-growing Bolt goes from data blind to data driven with Zendesk

Bolt, the fast-growing ride‑hailing company founded by Markus Villig, was operating “data blind” with no centralized support, poor reporting, severe backlog, and difficulty predicting staffing needs as it scaled globally. To fix visibility, routing, and self‑service deflection, Bolt implemented Zendesk Talk and other Zendesk products (Support, Guide, Chat, and Talk) to replace its legacy platform and standardize ticket handling.

Using Zendesk Talk, Bolt created groups, triggers and automations, quickly onboarded hundreds of agents across 18 countries, and launched a help center to deflect inquiries. The result was a dramatic operational improvement: a 70% reduction in tickets per ride from 2017–2019 while growing the business more than 10x, a 75% reduction in average response time in 2018, and over 50% of inquiries deflected—enabling data‑driven feedback loops and plans for further custom automations with Zendesk Talk.

Bolt

Fred Gehrke

Head of Customer Support