Case Study: Olala Homes achieves higher guest satisfaction and faster support with Zendesk

Olala Homes rivals global competitors with Zendesk technology

Olala Homes is a small European vacation‑rental startup that grew from 4 properties at launch to 150 by 2019 by focusing on a differentiated, high‑touch guest experience in non‑touristy neighborhoods. The company struggled with fragmented customer contact across Airbnb, Booking.com, phone, email and messaging apps, which made timely responses and consistent service—and therefore online ratings and revenue—difficult to achieve as it scaled.

Olala implemented a full Zendesk suite (Support, Guide, Talk, Chat, Explore) to centralize channels, build a self‑service knowledge base, add voice and messaging integrations (WhatsApp, Facebook), and use analytics to drive operational changes. The result: faster, more consistent support (cross‑region resolution time cut in half), better KPI performance and CSAT, smarter staffing (answering 100 more calls/month after changing hours), and large productivity gains as solved contacts rose from ~2,000 in January 2019 to ~9,000 by July 2019. Integrations with Asana and planned PMS ties further streamline maintenance and bookings for continued scaling.

Olala Homes

Ittai Savran

Chief Executive Officer