Case Study: Trivago achieves multilingual support for 20 million website visitors with Zendesk Support

Trivago - Customer Case Study

Trivago, the world’s largest hotel metasearch company, needed a way for its Hotelier Care team to build closer relationships with hoteliers while handling inquiries across dozens of countries and languages. With multiple country-specific platforms and a commitment to respond within 24 hours, the challenge was to streamline multi-brand, multilingual support and gain clear visibility into team performance.

Trivago implemented Zendesk Support to automatically route and organize emails by country and customer type, create tailored views, and use analytics dashboards for real‑time reporting. The result: faster, more efficient service, improved staff ownership, and more than 8 in 10 hoteliers reporting satisfaction; the majority now receive initial responses in about half the target time.

Trivago

Ioannis Savvidis

Head of Hotelier Care & Operations