Case Study: Catawiki achieves scalable multilingual support and smoother global auctions with Zendesk Talk

Global, online auctions run smoothly with Zendesk

Catawiki, a global online auction platform running 300 weekly auctions and staffed by 125 customer support employees, needed a scalable, multilingual support system to manage roughly 16,000 tickets per week and introduce phone support. In 2015 the company moved from Desk.com to Zendesk, deploying Zendesk Support, Zendesk Talk Professional and Zendesk Guide to centralize inquiries, add voice channels, and improve onboarding and knowledge management.

Using Zendesk Talk alongside Zendesk Support and Guide, Catawiki automated phone-line scheduling, added Barge and Call Monitoring for coaching, integrated third‑party apps and built a custom user-info app via the Zendesk API to surface buyer/seller history. The solution consolidated all channels into Zendesk, enabled voice support in six languages (email in eight), shortened agent ramp-up to three days, met a 24‑hour SLA and produced a 10% improvement in CSAT — with Zendesk Talk playing a key role in the company’s multi-channel support strategy.

Catawiki

Melanie Maury

Project Manager – Customer Support