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Either way, the bike has to go.\r\n\r\nHowever, instead of unceremoniously dumping the bike at the curb, you’ve decided to recoup some money by selling it, or even trading it for something you’ll actually use. That’s where OLX can help. Founded in 2006 as a classifieds platform for the buying, selling, and trading of goods and services, OLX serves more than 40 countries. Its sites, like LetGo or OLX India, see an average of 54 million listings per month, with an eye-popping 1.7 billion page views. Purchased by global entertainment and technology investor Naspers Classifieds in 2010, OLX employs 1,200 workers worldwide.\r\n\r\nWith that global footprint comes complex considerations for taking into account cultural differences and providing multilingual support. Previously, OLX maintained a hodgepodge of in-house customer service solutions. For example, a custom third-party tool for the Latin America region was used to cover support for 14 countries. Maintenance of these tools left a lot to be desired, as Cynthia Toral, Product Owner for OLX Global explained. The processes of creating automated notifications and triggers for agents proved burdensome and so Toral set out to find a robust, unified solution that could be rolled out globally.\r\n\r\nAfter reviewing Freshdesk and other providers, OLX chose Zendesk’s omnichannel solution for its easy configuration and ability to be customized using the Zendesk API. Toral felt confident the workflows they could set up in Zendesk Support would help customer service managers prioritize work for their teams.\r\n\r\n<span style=\"font-weight: bold; font-style: italic;\">“That’s something that is not very common,” said Toral, who has been with OLX for more than nine years. “Freshdesk, for example, is very flexible in terms of what you can change, with the code for the help page, but it has no configurations at all for the agent, and that’s something that we need. We want to offer the best possible support and have very satisfied users.”</span>\r\n\r\nAfter implementing Zendesk in September 2014, OLX quickly took advantage of Zendesk’s multi-branding capabilities. With over 90 global sites to support, OLX rolled out 35 instances of Zendesk, customized for different regions and often segmented using the Multibrand feature. “We started with 14 countries in Latin America.” Toral said.\r\n\r\nZendesk allows OLX to easily focus on the channel preferred by its customers instead of using a one-size-fits-all approach. “It depends on the needs of the market,” Toral said. “Let’s take South Africa—we need to have phone support because the African markets have a stronger demand for phone support than email. Everybody has a mobile phone, but not everybody has an email address.”\r\n\r\nOne channel that has risen to the top in many markets is live chat, and OLX has leveraged Zendesk to proactively initiate chats in service of overall ticket deflection. 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To tackle this task, OLX has begun to take advantage of Zendesk’s API. <span style=\"font-weight: bold; font-style: italic;\">“We’re building a dashboard where we are extracting data from the API for all the Zendesk accounts,” Toral said. “We’re building this ‘Voice of the Customer’ dashboard where we’re going to have all the contact reasons selected by the users can can relate this info with the platform used by the user, and even by the version of the app. From there we can really build a stronger product.”</span>\r\n\r\nThe overall goal is to share the information between countries and regions and to be able to compare metrics from a central source. 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