Case Study: Bukalapak achieves 95%+ CSAT and 24/7 omnichannel support with Zendesk

An Ecommerce Evolution Bukalapak picks Zendesk to transform its customer experience

Bukalapak, one of Indonesia’s largest e‑commerce marketplaces, faced mounting customer demand as it scaled to millions of users. Rapid growth exposed outdated, siloed support channels (hotlines, email) that couldn’t handle rising ticket volumes or meet customer expectations for fast, omnichannel service.

Bukalapak implemented Zendesk (Support, Chat, Guide and Retail & eCommerce) to unify channels, add 11+ new contact options including WhatsApp, Telegram, Messenger and Twitter, and automate workflows. The result: CSAT climbed from about 80% to over 95%, more than 1 million interactions were handled faster, monthly customers served rose ~70% year‑over‑year, and roughly 500 employees now use Zendesk to deliver consistent 24/7 support.

Bukalapak

Tine Ervina Effendi

Associate Vice President of Customer Satisfaction Management