Zendesk is on the move in the mobility market
Leboncoin Mobility Pro has made Zendesk the cornerstone of its project to transform customer service. Just over a year after launching this strategic project, the results for the bottom line are already tangible – both in terms of customer satisfaction and the time taken to resolve queries. Artificial intelligence promises to take things even further.
“We chose Zendesk because it makes integration easy. It gives us a lot of freedom and we don’t need to develop anything internally to integrate new features. We can move ahead quickly without it causing drag.”
Elsa Cadoux
Director of Mobility Business Customer Operations at leboncoin Mobility
“We feel really supported and get regular updates from our Customer Success Manager. Whenever we add a new product, Zendesk is there to make sure everything goes smoothly. We always have someone to turn to and get help with anything we want to do.”
Elsa Cadoux
Director of Mobility Business Customer Operations at leboncoin Mobility
Employees in France (Leboncoin)
1500
Turnover in euros 2023, up 11%
550 million
Agents across 8 Mobility Pro departments
70
Unique annual users
33 500
80%
CSAT
80%
SLA
75 000
Yearly tickets
155 000
Yearly interactions
Leboncoin
Rapid growth in ads and used vehicles
Few people in France haven’t heard of Leboncoin. Every month, this platform specialising in classified ads attracts no fewer than 28 million visitors, which is about half the population of France. Around 800,000 new ads are published every day. 500,000 professionals use the platform to sell, advertise and recruit.
It’s even more true in the used car market, where Leboncoin is the leader in France with three million ads online. Thanks to its popularity with internet users looking for second-hand cars, the platform has become a must for professional sellers. Over the years, Leboncoin has expanded its service offering in this profitable mobility niche with strategic acquisitions. In 2016, for example, the platform bought Agriaffaires, the leading online seller of agricultural equipment and tractors, MachineryZone, which specialises in used civil engineering equipment and then also launched Truckscorner, which specialises in selling used heavy goods vehicles.
The momentum continued in 2019 when the company acquired L’Argus, known for its ratings, professional stock management software and editorial work.
Transforming and unifying customer service
On top of this external growth strategy, Leboncoin was eager to transform, modernise and digitalise customer service for its Mobility Pro business. The aim was for all its teams – regardless of Mobility brand or market – to use the same software solution. The company quickly decided on Zendesk Support, which teams at Leboncoin and L’Argus had already been using for many years. “Our brands, MachineryZone, Agriaffaires and Truckscorner, were using a tool that was much less powerful than Zendesk. We wanted to bring everything together to make it easier for different departments to communicate. We have eight departments in France, with a total of 70 employees, and around 50 of them are in direct contact with customers,” explains Elsa Cadoux, Director of Mobility Business Customer Operations at Leboncoin. “We wanted to use Zendesk to give our customers as many different channels as possible to reduce both ticket numbers and time-to-resolution. Improving in these areas is crucial to both the satisfaction and loyalty of our highly demanding business customers, which include manufacturers, dealers, retailers and farmers.”
Easy to integrate, simple to use
Zendesk has been supporting Leboncoin Mobility Pro right from the start of its transformation project: “We chose Zendesk because it makes integration easy. It gives us a lot of freedom and we don’t need to develop anything internally to integrate new features. We can move ahead quickly without it causing drag,” adds Elsa Cadoux. Everything runs so smoothly, especially because we work so closely with the teams at Zendesk. “We feel really supported and get regular updates from our customer success manager. Whenever we add a new product, Zendesk is there to make sure everything goes smoothly. We always have someone to turn to and get help with anything we want to do.”
With support from Zendesk, Leboncoin Mobility Pro has integrated new features, many based on artificial intelligence: “Phone is still a vital channel for our business customers but we’re also big believers in video, which led us to implement SnapCall in Zendesk. Based on artificial intelligence, this solution helps us better understand and handle queries from our customers, who can film the problem they’re experiencing or share their screen with one of our agents. This has saved huge amounts of time.”
Using Zendesk’s Advanced AI, agents can summarise conversations and draft responses with just the right tone – whether it’s formal or friendly. “Free from these low-value tasks, our agents can focus on customer relationships and more complex interactions, bringing us even closer to customers. When necessary, we can take our time with them, which helps build loyalty. We got to grips with the tool really quickly because it’s incredibly intuitive,” adds Elsa Cadoux. “When it comes to managing customer relationships, artificial intelligence helps us go more in-depth on KPIs and evaluate the customer experience in incredible detail, even in markets as different and complex as ours. We’ve also invested in Zendesk’s AI-based Workforce Management solution (formerly Tymeshift) to help us monitor our teams more closely and plan resources better.”
Continuing the momentum
Although Leboncoin is still in the early stages of transforming customer service in its Mobility business and other brands, the progress is already clear. That’s because the margins of improvement have been big: “In 2022, our CSAT was 75% but in 2023, we passed 80%. We want to reach 85% by the end of the year. It’s the same with SLA: our rate was 72% in 2022 but in 2023, we reached 80%. We’re aiming to hit 85% by the end of the year. Continuing to integrate artificial intelligence with Zendesk will undoubtedly be key to achieving these targets. But it’s up to us to master it. We see it first and foremost as an assistant to our agents, helping them respond more effectively and improve their responses,” Elsa Cadoux concludes.
