Case Study: Olala Homes achieves faster omnichannel guest support and higher customer satisfaction with Zendesk Talk

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

Olala Homes, a fast-growing European vacation-rental manager operating in Spain, Greece, and Romania, needed to compete with global platforms by delivering an exceptional guest experience. Before implementing a unified system the company juggled separate inboxes and phone systems from Booking.com, Airbnb and others, which made timely responses and consistent service difficult—so in 2018 Olala Homes deployed Zendesk Talk as part of a full Zendesk suite (Support, Guide, Chat, Explore) to consolidate omnichannel customer communication.

Using Zendesk Talk and the Zendesk suite, Olala Homes integrated email, chat, Facebook, WhatsApp, and phone into a single hub, built interactive voice greetings, published 100 knowledge-base articles, and linked Zendesk to Asana for maintenance workflows. The results: cross‑region ticket resolution time was cut in half, agents answered 100 more calls per month after shifting hours, solved contacts rose from 2,000 in January 2019 to 9,000 in July, and key KPIs and CSAT improved—demonstrating Zendesk Talk’s role in scaling operations while maintaining high guest satisfaction.

Olala Homes

Ittai Savran

Chief Executive Officer