Case Study: GoFundMe maintains critical response times and scales support operations with Assembled

Maintaining critical response times through the scaling process

GoFundMe, the world’s largest social fundraising platform, needed to scale its support operation past 100 agents without sacrificing fast response times or sacrificing professional development time for its team. As its support structure became more complex across time zones, specializations, channels, and offices, the company outgrew manual spreadsheets and basic scheduling tools.

Assembled provided workforce management and scheduling support integrated with Zendesk, giving GoFundMe accurate forecasting, queue mapping, and automated schedule generation. The result was a faster, more balanced planning process that saves about 2 hours per day, with forecasts regularly landing within about 10% weekly accuracy and helping the team maintain service levels while preserving time for projects and growth.

GoFundMe

Morgan Wood

Vice President Customer Operations