Case Study: OLX reduces global ticket volume by 40% with Zendesk Talk

OLX reduced global ticket volume by 40% with Zendesk

OLX, a global classifieds platform operating in more than 40 countries and handling millions of listings and page views, faced complex multilingual and regional support challenges after relying on a patchwork of in‑house tools. Seeking a unified, configurable omnichannel solution, OLX selected Zendesk (including Zendesk Talk, Support, Guide, and Chat) to replace brittle regional systems and simplify automation and agent workflows.

Using Zendesk Talk and the broader Zendesk suite, OLX rolled out 35 customized instances (starting with 14 Latin American countries), leveraged multibrand setups, proactive in‑app Chat, and market‑specific Help Center content. The implementation drove measurable impact: a 40% global reduction in ticket volume from better self‑service and proactive chat, a 30% drop in basic‑question tickets via suggested content, and centralized analytics via the Zendesk API to inform product and support improvements.

OLX

Cynthia Toral

Product Owner