Case Study: Adyen simplifies global payments support and boosts support efficiency with Aircall

How Adyen’s Customer Support Simplifies Global Payments with Aircall + Zendesk

Adyen is a global payments platform that processes transactions for companies like Airbnb, Spotify and Gap, but the complexity of payments generates nuanced customer inquiries that demand fast, human-first support. Their support team relied on clumsy desk phones that made scaling, data capture and personalized assistance difficult, threatening the company’s goal of proactive, educational customer care.

Switching to Aircall with a Zendesk integration gave Adyen a cloud-based phone system that deployed quickly, let teams add international numbers and users instantly, and surfaced call analytics. Calls are auto-logged into Zendesk with recordings and history, enabling faster, more personalized, cross-office support, clearer trend insights, reduced downtime and a better fit with Adyen’s growth-focused culture — with further routing improvements planned.

Adyen

Lisanne van Kessel

Operational Support Team Lead