Case Study: Ola achieves a 40% CSAT improvement with Zendesk omnichannel solution

Ola saw a 40% improvement in their CSAT score with the Zendesk omnichannel solution

Ola, a fast-growing ride-hailing platform operating in over 100 Indian cities, faced massive customer-contact volumes—about 300,000 calls and 100,000 emails weekly—while scaling its operations across languages and locations. Their initial support tool couldn’t meet needs for advanced configuration, reporting, and scalability, so Ola needed a unified, omnichannel solution that would let agents work across teams and channels efficiently.

Ola implemented Zendesk Support and Guide with CRM and API integrations, self-service help articles, call-back features and automation. The unified platform improved visibility and workflow, increased automation by 60%, and helped Ola resolve ~95% of inquiries within an hour. The changes drove a 40% uplift in CSAT and enabled the company to support rapid growth while operating with roughly 800 fewer agents than would otherwise have been required.

OLA

Sankar Rao Amburkar

Director of Products