Case Study: leboncoin achieves 85% customer satisfaction and scalable multichannel support with Zendesk

leboncoin deals in exceptional customer experiences

leboncoin, France’s leading classified-ads site, attracts about 28 million unique visitors a month and handles 800,000 new ads daily. Facing diverse, high-volume support needs and the limits of an aging open‑source ticketing tool, the company needed a single, multi-channel system with chat, ticketing, FAQs and better reporting to streamline customer service, self‑service and moderation.

At the end of 2017 leboncoin implemented Zendesk Support, Guide and Chat across customer service and other teams (legal, telemarketing, IT), gaining automation, clearer reporting and easier workflows with minimal technical investment. The move drove positive staff feedback and time savings, 35,000 weekly FAQ visits, an overall customer satisfaction rate of 85%, faster handling of ad‑quality alerts via a custom workflow, and plans to add chatbots and further automation.

Leboncoin

Sabrina Amiri

Head of Content and Customer Service