Case Study: Catawiki achieves frictionless global auction support and a 10% CSAT lift with Zendesk

Global, online auctions run smoothly with Zendesk

Catawiki is a Dutch online auction platform that connects collectors and sellers worldwide, running more than 300 auctions a week across a wide range of unique items. As the business scaled, its 125-person support team faced the challenge of handling roughly 16,000 tickets weekly across email, voice and web channels in multiple languages while keeping responses fast, consistent and frictionless for buyers and sellers.

To meet that demand Catawiki moved to Zendesk (Support, Guide and Talk) in 2015, adding automated phone-line scheduling, call monitoring for coaching, a robust self-service knowledge base, and integrations plus a custom user-info app via the Zendesk API. The result: all tickets are centralized in Zendesk, agents onboard quickly, workflows are more efficient, SLAs of responding within 24 hours are met, agent productivity has increased and CSAT improved by about 10%.

Catawiki

Melanie Maury

Project Manager – Customer Support