Case Study: OLX achieves a 40% reduction in global ticket volume with Zendesk

OLX reduced global ticket volume by 40% with Zendesk

OLX is a global classifieds platform operating in 40+ countries with more than 54 million listings a month and 1,200 employees. Faced with a patchwork of in‑house support tools, multilingual and market‑specific needs, and cumbersome automation and reporting, OLX needed a unified, configurable customer service solution that could scale across regions and channels.

OLX implemented Zendesk’s omnichannel stack (Support, Chat, Guide, Talk), rolling out 35 instances and using multi‑brand setups and the Zendesk API for custom workflows and analytics. Market‑specific self‑service content and proactive in‑app chat cut global ticket volume by 40% (with a 30% drop on common queries using suggested content), while an API‑driven “Voice of the Customer” dashboard centralizes insights and simplifies agent workflows.

OLX

Cynthia Toral

Product Owner