Case Study: Subito achieves 90% CSAT and 87% first-contact resolution with Zendesk Talk

Subito keeps buyers and sellers happy with Zendesk

Subito, Italy’s leading classifieds platform, was handling a hugely varied customer base and nearly 30,000 support tickets per month across email, chat, social, app stores and web forms. To gain visibility into why users were contacting them and to improve service quality, Subito adopted Zendesk Talk as part of Zendesk’s omnichannel suite (Chat, Guide, Support, Talk).

Using Zendesk Talk and the broader Zendesk platform, Subito built a 30-person Customer Happiness Center, created an internal knowledge base with Zendesk Guide, and streamlined escalations and cross-department collaboration. The changes delivered measurable impact: first-contact resolution rose from 40% to 87%, CSAT jumped from 46% to 90%, escalations saw up to 20% time savings, and the team scaled from 7 to 30—helping Subito better protect trust on its site and serve 9 million monthly visitors.

Subito

Roberto La Rosa

Head of CX Customer Care