Case Study: Subito achieves 90% CSAT and 87% first-contact resolution with Zendesk

Subito keeps buyers and sellers happy with Zendesk

Subito is Italy’s leading classifieds site, founded in Milan in 2007 and serving about 9 million visitors a month with listings from everyday items to high‑value goods. That variety and scale produced roughly 30,000 monthly support tickets across email, chat, social, app stores and web forms, creating a need for clear visibility into who was contacting support, why, and how the team was performing.

By adopting Zendesk’s omnichannel suite (Support, Chat, Guide, Talk, Explore), Subito centralized workflows, built an internal knowledge base, and streamlined cross‑department escalations. The changes raised first‑contact resolution from 40% to 87%, lifted CSAT from 46% to 90%, enabled a fourfold expansion of the Customer Happiness team, saved about 20% time on escalations, sped up refunds and improved fraud handling—while turning customer feedback into product and marketing improvements.

Subito

Roberto La Rosa

Head of CX Customer Care